Industry leader in mobile and online banking technology seeks Technical Support Specialists with a great attitude. This persons 24/7 support service projects for clientsÂ’ mobile and online banking solutions. In this position, you will work directly with our clients, support end-users with technical questions about our products, and work with a technical team remotely. This is an entry-level… position, and you will work with a small team. In this position, you will work under a team manager in coordination with other departments at our company, and you will work directly with end-users through the live-chat.
WeÂ’re looking for a smart and creative go-getter with a good technical understanding who loves to work independently while still enjoying a supportive and collaborative environment.
Working hours: 4 shift schedule: Mon-Fri 12 am- 9 am US EST/ 4 pm-12 pm US EST, Sat, Sun- full coverage – rotation schedule; 2 shift schedule: 9 pm – 9 am CST / 9 am – 9 pm CST – rotation schedule; 5 days shift (Sun is a working day): 11 am – 7 pm EST
Primary 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 encountered during 24/7 clients support project
• Handling technical processes and the ability to explain such processes to less-technical people
Requirements
• Excellent written and spoken English
• Ability to establish good working relationship with customers
• Solid troubleshooting ability
• Ability to learn technical skills quickly
• In-depth learning and understanding of our mobile and online banking products
• Coordination with developers to investigate and diagnose issues
• Ability to manage a dynamic work load with many concurrent tasks
• Managing, monitoring, and improving the quality of the tech support process
As Plus
• Experience in banking live-chat would be a huge asset
• Experience in technical support
• Experience with a Dialogflow
• Experience with various mobile phone platforms, especially iOS and Android
• Project management experience
• Working directly with US-based customer
• Knowledge of US banking system
Our Benefits
• Fully remote work
• Long-term employment
• Competitive salary
• Community of practice, regular knowledge sharing among colleagues
• Internet compensation (50$ per month)
• Friendly and easy-going international team and colleagues
