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 access essential services. As a Service Desk Specialist/Live Chat Agent, you'll play a critical role in ensuring the smooth operation of our flagship mobile application, myColorado. If you're passionate about technology, enjoy helping others, and thrive in a fast-paced environment, we want to hear from you.
About arenaflex
arenaflex is a leading provider of innovative solutions for the public sector. Our team of experts is dedicated to delivering exceptional customer experiences and making a meaningful impact in the lives of our users. We're committed to fostering a culture of collaboration, innovation, and continuous learning, and we're excited to welcome like-minded individuals to our team.
Job Summary
We're seeking an experienced Service Desk Specialist/Live Chat Agent to join our team in Denver, CO. As a remote worker, you'll be responsible for providing critical assistance to our customers through live chat and phone support. You'll work closely with our technical teams to troubleshoot and resolve issues, ensuring that our customers receive the highest level of service.
Responsibilities
As a Service Desk Specialist/Live Chat Agent, you'll be responsible for:
- Providing Tier I support and customer assistance for our mobile application, myColorado
- 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 our required tracking system
- Collaborating with technical teams to resolve complex issues and improve customer satisfaction
- Providing exceptional customer service through live chat and phone support
- Staying up-to-date with the latest technology trends and industry developments
Minimum Qualifications
To be considered for this role, you'll need:
- 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'll consider the following substitutions for the required education and experience:
- 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
If you have experience in the following areas, you'll be at an advantage:
- Jira experience
- ITIL Certification
- Agile and scrum methodology experience
- Government work experience
- Apple and Google Play Store
- Use of diagnostic tools and knowledge of diverse range of mobile device makes and models
Work Schedule
As a remote worker, you'll be required to work the following schedule:
- Training: Monday - Friday, 9AM - 6PM, for 3 weeks
- Permanent schedule: Tuesday through Saturday, 9AM - 6PM
Location
You must be a resident of the State of Colorado to be considered for this role. Remote work must be performed in Colorado, and we will not consider out-of-state candidates who are looking to relocate to Colorado for this position.
What We Offer
As a Service Desk Specialist/Live Chat Agent at arenaflex, you'll enjoy:
- Competitive compensation and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Flexible work schedule and remote work options
- Access to cutting-edge technology and industry-leading tools
- Recognition and rewards for outstanding performance
How to Apply
If you're passionate about technology and customer service, and you're looking for a challenging and rewarding role, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Now! Apply for this job