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 government services, and we're looking for a highly skilled and passionate 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 technical issues.
About arenaflex
arenaflex is a leading provider of innovative technology solutions for the government sector. Our team of experts is dedicated to delivering exceptional customer experiences, and we're committed to making a positive impact in the lives of our users. With a strong focus on collaboration, innovation, and customer satisfaction, we're creating a workplace culture that's both challenging and rewarding.
Job Summary
We're seeking an experienced Service Desk Specialist/Live Chat Agent to join our team in Denver, CO or remotely from anywhere in Colorado. As a Service Desk Specialist/Live Chat Agent, you'll be responsible for providing critical assistance to our customers, troubleshooting technical issues, and ensuring the smooth operation of our myColorado application. If you're passionate about technology, customer service, and teamwork, we want to hear from you!
Responsibilities
As a Service Desk Specialist/Live Chat Agent, you'll be responsible for:
- Providing Tier I support and customer assistance for our myColorado mobile application
- 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 technical issues
- Providing exceptional customer service and support to our users
- Staying up-to-date with the latest technology trends and advancements in the mobile application support space
Minimum Qualifications
To be considered for this role, you'll need to meet one of the following qualifications:
- One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support
- 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 understand that experience and education can come in many forms. If you don't meet the minimum qualifications, you may still be eligible for this role if you have:
- 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 looking for candidates with the following skills and experience:
- 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:
- Training: Monday - Friday, 9 AM - 6 PM, for 3 weeks
- Permanent schedule: Tuesday through Saturday, 9 AM - 6 PM
Benefits and Perks
As a member of our team, you'll enjoy a range of benefits and perks, including:
- Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Flexible work schedule and remote work options
- Access to the latest technology and tools
- Recognition and rewards for outstanding performance
How to Apply
If you're passionate about technology, customer service, and teamwork, we want to hear from you! Please submit your application, including your resume and a cover letter, through our online application portal. We can't wait to hear from you! Apply Now! Apply for this job