Junior Technical Support Specialist for 24/7 Live-Chat Team in Mobile and Online Banking Technology at blithequark

Introduction to blithequark and the Industry

blithequark is a pioneering force in the realm of mobile and online banking technology, dedicated to revolutionizing the way financial transactions are conducted. As a leader in this field, blithequark seeks innovative and technically adept individuals to join its dynamic team. The mobile and online banking sector is rapidly evolving, with an increasing demand for secure, efficient, and user-friendly solutions. This evolution presents a unique opportunity for talented professionals to make a significant impact in the industry. At blithequark, we are committed to fostering a culture of innovation, collaboration, and continuous learning, making it an exciting time to join our team.

Job Overview

We are currently seeking a Junior Technical Support Specialist to join our 24/7 live-chat team. This role is pivotal in ensuring that our clients and end-users receive exceptional technical support for our mobile and online banking solutions. As a Junior Technical Support Specialist, you will be the first point of contact for technical inquiries, working closely with our clients and internal technical teams to resolve issues efficiently. This is an entry-level position, ideal for individuals looking to launch their career in technical support within the financial technology sector. You will be part of a small, agile team and will work under the guidance of a team manager, collaborating with various departments across blithequark.

Primary Responsibilities

• Product Knowledge: Develop an in-depth understanding of blithequark's banking software and applications to provide accurate and effective support.
• Technical Coordination: Collaborate with software technicians, technical support teams, and developers as needed to resolve complex technical issues.
• Troubleshooting: Analyze technical logs to identify and troubleshoot problems encountered during 24/7 client support projects.
• Technical Process Management: Handle technical processes and communicate these processes clearly to less-technical stakeholders, including end-users and internal teams.

Requirements

To excel in this role, you will need:

• Excellent Communication Skills: Fluency in written and spoken English, with the ability to communicate complex technical information in a clear and concise manner.
• Customer Service Skills: A proven ability to establish and maintain good working relationships with customers, ensuring high levels of customer satisfaction.
• Troubleshooting Skills: Solid troubleshooting abilities, with a methodical approach to identifying and resolving technical issues.
• Adaptability and Learning Ability: The capacity to learn technical skills quickly and adapt to new technologies and processes.
• Product Knowledge Acquisition: A willingness to delve deep into blithequark's mobile and online banking products, understanding their functionalities and technical aspects.
• Collaboration and Coordination: The ability to work closely with developers to investigate and diagnose issues, contributing to the continuous improvement of our products and services.
• Workload Management: Effective time management skills to handle a dynamic workload with multiple concurrent tasks, prioritizing tasks to meet deadlines and service level agreements.
• Quality Assurance: A commitment to managing, monitoring, and improving the quality of the tech support process, ensuring that it aligns with blithequark's high standards of service delivery.

Preferred Qualifications

While not mandatory, the following experiences and skills are highly desirable:

• Experience in Banking Live-Chat Support: Previous experience in providing live-chat support within the banking sector would be a significant asset, demonstrating your understanding of the industry's specific challenges and requirements.
• Technical Support Experience: Prior experience in technical support roles, especially in the financial technology sector, would provide a solid foundation for this position.
• Dialogflow Experience: Familiarity with Dialogflow or similar technologies would be beneficial, as it indicates your ability to work with advanced technical tools and platforms.
• Mobile Platform Experience: Experience with various mobile phone platforms, particularly iOS and Android, would be advantageous, given the mobile-centric nature of our products.
• Project Management Experience: Any experience in project management, even at a basic level, would be useful, as it shows your ability to organize and manage projects or tasks effectively.
• US-Based Customer Experience: Experience working directly with US-based customers would be beneficial, as it demonstrates your understanding of the US market and its specific requirements.
• Knowledge of the US Banking System: A basic understanding of the US banking system and its regulations would provide a strong foundation for supporting our US-based clients and end-users.

Skills and Competencies

Beyond the technical skills and experiences, we are looking for individuals who possess:

• Strong Analytical and Problem-Solving Skills: The ability to analyze complex technical issues, identify root causes, and implement effective solutions.
• Excellent Communication and Interpersonal Skills: The capacity to communicate technical information clearly to both technical and non-technical stakeholders, and to build strong relationships with colleagues and clients.
• Adaptability and Flexibility: A willingness to work in a fast-paced, dynamic environment, adapting to new challenges and priorities as they arise.
• Teamwork and Collaboration: A strong team player who can work collaboratively with cross-functional teams to achieve common goals.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Junior Technical Support Specialist, you will have access to:

• Continuous Learning Opportunities: Regular training sessions, workshops, and webinars to enhance your technical skills and knowledge of our products and the industry.
• Career Progression Paths: Clear pathways for career advancement, with opportunities to move into senior technical support roles, specialized technical positions, or even transition into other areas of the business.
• Mentorship Programs: Guidance from experienced professionals who can offer valuable insights, advice, and support in your career development.
• Community of Practice: Participation in our community of practice, where you can share knowledge, best practices, and experiences with colleagues from various disciplines.

Work Environment and Company Culture

blithequark prides itself on its friendly, easy-going, and international team environment. We believe in fostering a culture that is:

• Collaborative: We work together as a team, sharing ideas and expertise to achieve our goals.
• Innovative: We encourage creativity and innovation, providing the freedom to explore new ideas and solutions.
• Supportive: We support each other's growth and development, both professionally and personally.
• Flexible: We offer flexible working arrangements, including fully remote work options, to ensure a healthy work-life balance.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that includes:

• Competitive Salary: A salary that reflects your skills, experience, and the value you bring to our team.
• Long-Term Employment Opportunities: We are committed to long-term relationships with our employees, offering stability and security.
• Internet Compensation: A monthly internet compensation to support your remote work setup.
• Other Benefits: Access to a range of other benefits, including community of practice, regular knowledge sharing among colleagues, and a friendly, international team environment.

Conclusion

If you are a motivated, technically inclined individual with a passion for delivering exceptional customer service, we invite you to join our team at blithequark as a Junior Technical Support Specialist. This role offers a unique opportunity to launch your career in the financial technology sector, working with cutting-edge products and technologies. With our commitment to career growth, continuous learning, and a supportive work environment, you will find a home at blithequark where you can thrive professionally and personally. Apply now to embark on this exciting journey with us!