**Experienced Junior Tech Support Specialist – 24/7 Live-Chat Team at blithequark**

Are you a tech-savvy individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark's 24/7 live-chat team as a Junior Tech Support Specialist. In this exciting role, you will be at the forefront of providing top-notch technical support to our clients' mobile and online banking solutions, working directly with end-users through live-chat and collaborating with a talented technical team. **About blithequark** blithequark is a leading innovator in mobile and online banking technology, dedicated to empowering individuals and businesses to achieve their financial goals. Our cutting-edge solutions are designed to provide seamless, secure, and user-friendly experiences for our clients and their customers. As a member of our 24/7 live-chat team, you will be part of a dynamic and supportive environment that fosters growth, collaboration, and innovation. **Job Summary** As a Junior Tech Support Specialist, you will be responsible for providing exceptional technical support to our clients' mobile and online banking solutions, working closely with our technical team to resolve issues and improve the overall customer experience. This is an entry-level position, and we are 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 and Schedule** Our 24/7 live-chat team operates on a 2-shift schedule, with two teams working in rotation: * Team 1: 9 pm - 9 am CST (Monday to Friday) * Team 2: 9 am - 9 pm CST (Monday to Friday) You will be required to work a rotating schedule, ensuring that our clients receive uninterrupted support 24/7. **Primary Responsibilities** As a Junior Tech Support Specialist, your primary responsibilities will include: * **In-depth understanding of our banking software and apps**: You will need to have a solid grasp of our mobile and online banking products, including their features, functionality, and technical requirements. * **Coordinating with software technicians, technical support, and developers**: You will work closely with our technical team to resolve issues, investigate and diagnose problems, and implement solutions. * **Examining technical logs to troubleshoot and resolve issues**: You will analyze technical logs to identify and resolve issues encountered during 24/7 client support projects. * **Handling technical processes and explaining them to less-technical people**: You will need to be able to communicate complex technical concepts in a clear and concise manner, making them accessible to non-technical stakeholders. **Requirements** To succeed in this role, you will need to possess the following essential qualifications: * **Excellent written and spoken English**: You will need to communicate effectively with our clients and their customers, both in writing and verbally. * **Ability to establish good working relationships with customers**: You will need to build trust and rapport with our clients and their customers, providing exceptional customer service and support. * **Solid troubleshooting ability**: You will need to be able to identify and resolve technical issues quickly and efficiently. * **Ability to learn technical skills quickly**: You will need to be able to learn and adapt to new technical skills and tools, including our banking software and apps. * **In-depth learning and understanding of our mobile and online banking products**: You will need to have a solid understanding of our products, including their features, functionality, and technical requirements. * **Coordination with developers to investigate and diagnose issues**: You will work closely with our development team to identify and resolve technical issues. * **Ability to manage a dynamic workload with many concurrent tasks**: You will need to be able to prioritize tasks, manage your time effectively, and meet deadlines in a fast-paced environment. * **Managing, monitoring, and improving the quality of the tech support process**: You will need to be able to analyze and improve our technical support processes, ensuring that they are efficient, effective, and aligned with our business goals. **Preferred Qualifications** While not essential, the following qualifications would be beneficial in this role: * **Experience in banking live-chat**: Previous experience in banking live-chat would be a huge asset, as it would provide you with a solid understanding of the industry and the skills required to succeed in this role. * **Experience in technical support**: Previous experience in technical support would be beneficial, as it would provide you with the skills and knowledge required to troubleshoot and resolve technical issues. * **Experience with Dialogflow**: Experience with Dialogflow would be beneficial, as it would provide you with a solid understanding of conversational AI and its applications in customer support. * **Experience with various mobile phone platforms, especially iOS and Android**: Experience with mobile phone platforms would be beneficial, as it would provide you with a solid understanding of the technical requirements and limitations of different devices. * **Project management experience**: Previous experience in project management would be beneficial, as it would provide you with the skills and knowledge required to manage and prioritize tasks, meet deadlines, and deliver results. * **Working directly with US-based customers**: Previous experience working directly with US-based customers would be beneficial, as it would provide you with a solid understanding of the cultural and technical requirements of the US market. * **Knowledge of US banking system**: Knowledge of the US banking system would be beneficial, as it would provide you with a solid understanding of the regulatory requirements, industry standards, and best practices in the US banking sector. **Our Benefits** As a member of our 24/7 live-chat team, you will enjoy the following benefits: * **Fully remote work**: You will have the flexibility to work from anywhere, at any time, as long as you have a stable internet connection. * **Long-term employment**: We offer long-term employment opportunities, providing you with stability and security in your career. * **Competitive salary**: We offer a competitive salary that reflects your skills, experience, and qualifications. * **Community of practice, regular knowledge sharing among colleagues**: You will be part of a dynamic and supportive community of practice, where you can share your knowledge, learn from others, and grow professionally. * **Internet compensation (50$ per month)**: You will receive a monthly internet compensation to support your work-from-home setup. * **Friendly and easy-going international team and colleagues**: You will be part of a diverse and inclusive team, where you can build relationships, learn from others, and grow professionally. **How to Apply** If you are a motivated and tech-savvy individual with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume, cover letter, and any relevant certifications or qualifications. We look forward to hearing from you! Apply for this job