Industry leader in mobile and online banking technology seeks Junior 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.

Rotational shifts — 2 days on 1st shift  – 9 AM – 9 PM (CST), 2 days on 2nd shift 9 PM – 9 AM (CST), 4 days on backup, with regular days off between rotations. 

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

• Remote-friendly role, depending on location eligibility

• Long-term employment

• Competitive salary 

• Paid vacation and days off on national holidays.

• Paid sick leave and internal medical insurance policy.

• Community of practice, regular knowledge sharing among colleagues

• Internet compensation (50$ per month)

• Friendly and easy-going international team and colleagues.