Job Description
- *Location:** Denver, CO/REMOTE (Must be a resident of the State of Colorado)
- *Duration:** 8+ Months
- *Job Summary:**
At arenaflex, we are seeking an experienced and passionate Service Desk Specialist/Live Chat Agent to join our team. As a critical member of our support team, you will provide top-notch assistance to our customers, ensuring the smooth operation of our myColorado application. If you have a passion for technology, enjoy helping others, and are committed to delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
- *About arenaflex:**
arenaflex is a leading organization in the industry, dedicated to providing innovative solutions and exceptional customer experiences. Our team is passionate about technology and committed to making a positive impact in the lives of our customers. As a Service Desk Specialist/Live Chat Agent, you will be part of a dynamic team that values collaboration, innovation, and customer satisfaction.
- *Responsibilities:**
As a Service Desk Specialist/Live Chat Agent, you will be responsible for:
- Providing Tier I support and customer assistance for our mobile application, ensuring timely and effective resolution of customer issues.
- Troubleshooting, reproducing, reporting, and resolving problems in both iOS and Android operating systems, utilizing your technical expertise and knowledge of mobile devices.
- Installing the myColorado software on supported devices, following defined procedures, processes, and methods to ensure seamless customer experiences.
- Employing Incident Management procedures to enter tickets into the required tracking system, ensuring accurate and timely reporting of customer issues.
- Collaborating with cross-functional teams to resolve complex customer issues and improve overall customer satisfaction.
- Participating in ongoing training and professional development to stay up-to-date with the latest technologies and industry trends.
- *Minimum Qualifications:**
- 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.
- *Substitutions:**
- 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
- ITIL Certification
- Agile and scrum methodology experience
- Government work experience
- Apple and Google Play Store experience
- Use of diagnostic tools and knowledge of diverse range of mobile device makes and models
- *Essential Skills and Competencies:**
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders.
- Strong technical skills, with experience in mobile application support and troubleshooting.
- Ability to work in a fast-paced environment, with multiple priorities and deadlines.
- Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
- Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects.
- Strong attention to detail, with the ability to accurately document and report customer issues.
- *Career Growth Opportunities and Learning Benefits:**
At arenaflex, we are committed to the growth and development of our employees. As a Service Desk Specialist/Live Chat Agent, you will have opportunities to:
- Participate in ongoing training and professional development programs, to stay up-to-date with the latest technologies and industry trends.
- Collaborate with cross-functional teams to resolve complex customer issues and improve overall customer satisfaction.
- Take on additional responsibilities and projects, to develop your skills and expertise.
- Pursue certifications and training programs, to enhance your career prospects and earning potential.
- *Work Environment and Company Culture:**
arenaflex is a dynamic and innovative organization, committed to creating a positive and inclusive work environment. As a Service Desk Specialist/Live Chat Agent, you will be part of a team that values:
- Collaboration and teamwork, with a focus on delivering exceptional customer experiences.
- Innovation and creativity, with opportunities to develop new solutions and approaches.
- Diversity and inclusion, with a commitment to creating a welcoming and inclusive work environment.
- Professional development and growth, with opportunities to develop your skills and expertise.
- *Compensation, Perks, and Benefits:**
arenaflex offers a competitive compensation package, including:
- A salary range of $45,000 - $60,000 per year, depending on experience and qualifications.
- A comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching.
- Paid time off, including vacation, sick leave, and holidays.
- Opportunities for professional development and growth, with a focus on delivering exceptional customer experiences.
- *How to Apply:**
If you are a motivated and experienced Service Desk Specialist/Live Chat Agent, with a passion for technology and customer satisfaction, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications. We look forward to hearing from you!
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