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

About the Role

The day-to-day responsibilities of this role involve working closely with the technical team to resolve technical issues, coordinating with software technicians and developers, and examining technical logs to troubleshoot problems. You will also have the opportunity to work directly with end-users through live-chat, providing prompt and effective solutions to their technical queries.

As a Junior Tech Support Specialist, you will be part of a small team and will report directly to a team manager. You will work in a rotational shift pattern, which includes 2 days on the 1st shift, 2 days on the 2nd shift, and 4 days on backup, with regular days off between rotations. This offers a great balance between work and personal life, allowing you to recharge and come back to your role with renewed energy and focus.

What You Will Do

• Provide 24/7 technical support to clients and end-users of Access Softek's mobile and online banking solutions via live-chat.
• Coordinate with software technicians, technical support, and developers to resolve technical issues.
• Examine technical logs to troubleshoot and resolve issues encountered during client support projects.
• Develop in-depth knowledge of Access Softek's banking software and apps.
• Work directly with end-users to resolve technical queries and provide prompt and effective solutions.
• Manage a dynamic workload with many concurrent tasks and prioritize tasks based on urgency and importance.
• Collaborate with the technical team to improve the quality of the tech support process.
• Participate in regular knowledge sharing sessions with colleagues to stay updated on the latest developments and best practices.
• Contribute to the development of technical documentation and knowledge base articles.

What We Are Looking For

• Excellent written and spoken English skills.
• Ability to establish good working relationships with customers and colleagues.
• Solid troubleshooting and problem-solving skills.
• Ability to learn technical skills quickly and adapt to new technologies.
• In-depth knowledge of mobile and online banking products and services.
• Experience in technical support, preferably in a banking or financial services environment.
• Ability to manage a dynamic workload and prioritize tasks effectively.
• Strong communication and interpersonal skills.

Nice to Have

• Experience in banking live-chat support.
• Familiarity with Dialogflow or similar technologies.
• Knowledge of various mobile phone platforms, especially iOS and Android.
• Project management experience, particularly in a technical support environment.

Benefits and Perks

• Remote-friendly role, depending on location eligibility.
• Long-term employment opportunities with a competitive salary.
• Paid vacation and days off on national holidays.
• Paid sick leave and internal medical insurance policy.
• Community of practice, with regular knowledge sharing among colleagues.
• Internet compensation of $50 per month.
• Friendly and easy-going international team and colleagues.

• When applying, make sure to highlight your technical skills, particularly in areas related to mobile and online banking solutions.
• Showcase your problem-solving abilities by providing specific examples of times when you had to troubleshoot complex technical issues.
• Familiarize yourself with Access Softek's products and services to demonstrate your interest and knowledge of the company.
• Practice your live-chat communication skills to ensure you can provide prompt and effective support to clients and end-users.
• Be prepared to ask questions during the interview about the company culture, team dynamics, and opportunities for growth and development.
• Consider creating a portfolio that demonstrates your technical support experience and skills, even if it's just a collection of scenarios and how you would handle them.