Experienced Service Desk Specialist/Live Chat Agent – Mobile Application Support and Customer Assistance
At arenaflex, we're on a mission to revolutionize the way people interact with technology, and we're looking for a talented Service Desk Specialist/Live Chat Agent to join our team. As a critical member of our support team, you'll play a vital role in ensuring the smooth operation of our myColorado application, providing top-notch customer assistance, and troubleshooting issues in both iOS and Android operating systems.
About arenaflex
arenaflex is a leading provider of innovative technology solutions, dedicated to empowering individuals and organizations to achieve their full potential. With a strong commitment to customer satisfaction and excellence, we're constantly pushing the boundaries of what's possible in the world of technology. Our team is passionate about making a difference, and we're excited to have you join us on this journey.
Job Summary
As a Service Desk Specialist/Live Chat Agent, you'll be the first point of contact for our customers, providing timely and effective support through live chat and other communication channels. Your primary responsibilities will include:
- Providing Tier I support and customer assistance for our mobile application, ensuring that customers receive prompt and accurate solutions to their issues.
- Troubleshooting, reproduction, reporting, and problem resolution in both iOS and Android operating systems, using your technical expertise to resolve complex issues.
- Installing the myColorado software on supported devices, following defined procedures, processes, and methods to ensure seamless integration.
- Employing Incident Management procedures to enter tickets into our required tracking system, ensuring that issues are properly documented and resolved.
Responsibilities
* Provide Tier I support and customer assistance for our mobile application, responding to customer inquiries and resolving issues in a timely and professional manner.
- Troubleshoot, reproduce, report, and resolve issues in both iOS and Android operating systems, using your technical expertise to resolve complex problems.
- Install the myColorado software on supported devices, following defined procedures, processes, and methods to ensure seamless integration.
- Employ Incident Management procedures to enter tickets into our required tracking system, ensuring that issues are properly documented and resolved.
- Collaborate with our development team to identify and resolve issues, providing feedback and suggestions for improvement.
- Stay up-to-date with the latest technology trends and advancements, applying this knowledge to improve our support processes and customer experience.
Requirements
* One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support.
- OR Associate's degree from an accredited institution in a field of study related to the work assignment, including Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees.
- Additional, appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.
- Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.
- Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.
Preferred Qualifications
* Jira experience, with a strong understanding of project management and issue tracking.
- ITIL Certification, demonstrating your expertise in IT service management.
- Agile and scrum methodology experience, with a strong understanding of iterative development and continuous improvement.
- Government work experience, with a strong understanding of regulatory requirements and compliance.
- Apple and Google Play Store experience, with a strong understanding of mobile app development and deployment.
- Use of diagnostic tools and knowledge of diverse range of mobile device makes and models.
What We Offer
* Competitive salary and benefits package.
- Opportunity to work with a leading provider of innovative technology solutions.
- Collaborative and dynamic work environment, with a strong focus on customer satisfaction and excellence.
- Professional development and growth opportunities, with a commitment to helping you achieve your full potential.
- Flexible work arrangements, including remote work options and a flexible schedule.
How to Apply
If you're passionate about technology and customer support, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter, outlining your experience and qualifications for this position. We can't wait to hear from you!
Work Schedule
* Training: Monday - Friday, 9AM - 6PM, for 3 weeks.
- Permanent schedule: Tuesday through Saturday, 9AM - 6PM.
Location
* Remote work from anywhere in Colorado, with a strong commitment to working from within the state.
Duration
* 8+ months, with the possibility of extension or conversion to a full-time position. We're excited to have you join our team at arenaflex, and we look forward to reviewing your application! Apply for this job