Junior Tech Support Specialist

Industry leader in mobile and online banking technology seeks Technical Support Specialist with a great attitude. This person manages short-term upgrade projects for clients’ mobile and online banking solutions. In this position, you will work directly with our clients, complete technical tasks, and work with a technical team remotely. This is an entry-level position, and you will work with a small team in charge of upgrade projects, designed to get new features to clients quickly and efficiently. In this position, you will work under a team manager in coordination with other departments at our company, and you will work directly with our clients, rather than with end-users.

Working schedule - Monday - Friday

Working hours - 9am - 5pm US EST (New York time zone)

Primary Responsibilities

• Understanding our banking software and apps in-depth
• Tracking project statuses, meeting deadlines, and launching new products
• Training banks and credit unions on mobile and online technology while communicating technical concepts at an appropriate level
• Configuring mobile banking apps and performing some technical configurations
• Coordinating integrations with third party financial services
• Coordinating with software technicians, technical support, and developers as needed
• Examining technical logs to troubleshoot and resolve issues encountered during implementation
• Performing basic QA tests after implementing changes
• Work or volunteer experience handling technical processes and/or 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
• Documenting the constantly changing requests we receive for new feature development
• 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 technical support
• 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
• Paid vacation and days off on national holidays
• Internet compensation (50$ per month)
• Community of practice, regular knowledge sharing among colleagues.
• Friendly and easy-going international team and colleagues.
• And other benefits, described in detail in the Staff Handbook.

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.