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 key member of our support team, you'll play a critical 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. Our team is passionate about delivering exceptional customer experiences, and we're committed to fostering a culture of collaboration, innovation, and continuous learning. As a Service Desk Specialist/Live Chat Agent, you'll be part of a dynamic team that's shaping the future of technology and making a real impact in the lives of our customers.

Job Summary

We're seeking an experienced Service Desk Specialist/Live Chat Agent to provide critical assistance to our customers, utilizing chat tools and following arenaflex's standard operating procedures. As a key member of our support team, you'll be responsible for providing Tier I support, troubleshooting, and problem resolution in both iOS and Android operating systems. If you're passionate about technology, enjoy helping others, and are looking for a challenging and rewarding role, we encourage you to apply.

Responsibilities

As a Service Desk Specialist/Live Chat Agent, your key responsibilities will include:

• Providing Tier I support and customer assistance for our myColorado application, utilizing chat tools and following arenaflex's standard operating procedures.
• Troubleshooting, reproduction, reporting, and problem resolution in both iOS and Android operating systems.
• Installing the myColorado software on supported devices, following defined procedures, processes, and methods.
• Employing Incident Management procedures to enter tickets into the required tracking system.
• Collaborating with cross-functional teams to resolve complex issues and improve customer satisfaction.
• Providing exceptional customer service, responding to customer inquiries, and resolving issues in a timely and professional manner.

Minimum Qualifications

To be considered for this role, you must possess:

• One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support.
• OR
• An 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

We recognize that experience and education can take many forms, and we're open to considering substitutions for the required qualifications. These may include:

• Additional, appropriate paid or unpaid experience that will substitute for the required education on a year-for-year basis.
• Additional appropriate education that 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 that will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.

Preferred Qualifications

While not required, we're particularly interested in candidates with:

• 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.

Work Schedule

As a remote employee, you'll have the flexibility to work from anywhere in Colorado. Our standard work schedule is:

• Monday - Friday, 9AM - 6PM (training period)
• Tuesday through Saturday, 9AM - 6PM (permanent schedule after training)

Benefits and Perks

As a valued member of our team, you'll enjoy:

• Competitive compensation and benefits package.
• Opportunities for career growth and professional development.
• Collaborative and dynamic work environment.
• Flexible work arrangements and remote work options.
• Access to cutting-edge technology and tools.
• Recognition and rewards for outstanding performance.

How to Apply

If you're passionate about technology, enjoy helping others, and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and cover letter to [arenaflex careers page]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job