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

Industry leader in mobile and online banking technology seeks Technical Support Specialists with a great attitude. This persons 24/7 support service projects for clients? 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. We?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: 12 am - 9 am EST/4 pm - 12 am EST (Sat, Sun - full coverage) - rotation schedule; 2 shift schedule: 9 pm - 9 am CST / 9 am - 9 pm CST - rotation schedule 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