Job description
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:
- Fully remote work
- 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.
