Rotational shifts — 2 days on 1st shift – 10 AM – 10 PM (EST), 2 days on 2nd shift 10 PM – 10 AM (EST), 4 days on backup (standby only, no active duties expected ), with regular days off between rotations.
Primary Responsibilities
- Understanding our banking software and apps in-depth
- Coordinating with software technicians, technical support, and developers as needed
- Examining technical logs to troubleshoot and resolve issues encountered during 24/7 clients support project
- Handling technical processes and the ability to explain such processes to less-technical people
Requirements
- Excellent written and spoken English
- Ability to establish good working relationship with customers
- Solid troubleshooting ability
- Ability to learn technical skills quickly
- In-depth learning and understanding of our mobile and online banking products
- Coordination with developers to investigate and diagnose issues
- Ability to manage a dynamic work load with many concurrent tasks
- Managing, monitoring, and improving the quality of the tech support process
As Plus
- Experience in banking live-chat would be a huge asset
- Experience in technical support
- Experience with a Dialogflow
- Experience with various mobile phone platforms, especially iOS and Android
- Project management experience
- Working directly with US-based customer
- Knowledge of US banking system
Our Benefits
- Remote-friendly role, depending on location eligibility
- Long-term employment
- Competitive salary
- Internal medical insurance
- Community of practice, regular knowledge sharing among colleagues
- Internet compensation (50$ per month)
- Friendly and easy-going international team and colleagues.
Skills Required
- Excellent written and spoken English
- Ability to establish good working relationships with customers
- Solid troubleshooting ability
- Ability to learn technical skills quickly
- In-depth understanding of mobile and online banking products
- Ability to coordinate with developers to investigate and diagnose issues
- Ability to manage a dynamic workload with many concurrent tasks
- Ability to manage, monitor, and improve technical support quality
- Experience in banking live chat
- Experience in technical support
- Experience with Dialogflow
- Experience with mobile platforms, especially iOS and Android
- Project management experience
- Experience working directly with US-based customers
- Knowledge of the US banking system
What We Do
Access Softek’s innovative financial software solutions keep 400+ credit unions and banks ahead of the technological curve. Our Access Digital banking platform delivers the innovative features that users demand, the security that financial institutions need, and the technology needed to compete in today’s market. Fintech innovation is our passion. Our clients are first-to-market with dozens of new features like biometrics banking, wearable apps, passwordless authentication, and real-time mobile deposits. Today, we offer an enterprise suite of cutting-edge digital banking tools: mobile banking platforms, online banking platforms, the best lending apps, account opening software, integrated robo-advisor and automated investment tools, real-time fraud control, conversational banking, video chat, commercial banking, biometric authentication, banking chatbots, data feed, and more. We started out in 1986 as a custom development shop with a focus on financial software solutions. Leading high-tech companies like Microsoft, Apple and Sony partnered with us because of our proven ability to solve complex problems with cutting-edge technology. Today we rank among the top digital banking providers, with offices in Berkeley, New York City, Chicago and Vancouver.
