Junior Tech Support Specialist (24/7 live-chat Team)

Position Overview

Industry leader in mobile and online banking technology seeks Technical Support Specialists with a great attitude. In this entry-level role, you will provide 24/7 support for clients’ mobile and online banking solutions by working directly with end-users via live-chat and coordinating with a remote technical team and other departments. Working hours: 5 days shift (Mon-Fri): 11 am - 7 pm EST.

Key Responsibilities

• Understanding our banking software and apps in-depth
• Coordinating with software technicians, technical support, and developers as needed
• Examining technical logs to troubleshoot and resolve issues during 24/7 client support projects
• Handling technical processes and clearly explaining them to less-technical individuals

Required Qualifications

• Excellent written and spoken English
• Ability to establish a strong working relationship with customers
• Solid troubleshooting skills
• Capacity to quickly learn technical skills
• In-depth understanding of mobile and online banking products
• Experience coordinating with developers to diagnose issues
• Ability to manage a dynamic workload with multiple concurrent tasks
• Experience in managing, monitoring, and improving tech support processes

Preferred Qualifications

• Experience in banking live-chat is a huge asset
• Experience in technical support
• Familiarity with Dialogflow
• Experience with various mobile platforms, especially iOS and Android
• Project management experience
• Experience working directly with US-based customers
• Knowledge of the US banking system

Benefits & Perks

• Fully remote work
• Long-term employment
• Competitive salary
• Community of practice with regular knowledge sharing among colleagues
• Internet compensation ($50 per month)
• Friendly and easy-going international team