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. As a Service Desk Specialist/Live Chat Agent, you'll play a critical role in ensuring the smooth operation of our myColorado application, providing top-notch support to our customers, and being part of a dynamic team that's passionate about innovation.

About arenaflex

arenaflex is a leading provider of cutting-edge technology solutions, dedicated to empowering individuals and organizations to achieve their full potential. With a strong focus on customer satisfaction, we're committed to delivering exceptional experiences that exceed expectations. Our team is comprised of talented individuals who share a common goal: to make a meaningful impact through technology.

Job Summary

We're seeking an experienced Service Desk Specialist/Live Chat Agent to join our team in Denver, CO. As a hybrid role, you'll have the opportunity to work remotely from anywhere in Colorado, with a mix of in-office and remote work arrangements. This is an exciting opportunity to leverage your technical expertise, passion for customer service, and ability to work collaboratively as part of a high-performing team.

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, ensuring seamless user experiences and resolving issues efficiently.
• Troubleshooting, reproducing, reporting, and resolving problems in both iOS and Android operating systems, utilizing your technical expertise to identify and resolve complex issues.
• Installing the myColorado software on supported devices, following defined procedures, processes, and methods to ensure accurate and efficient deployment.
• Employing Incident Management procedures to enter tickets into our required tracking system, ensuring timely and effective issue resolution.
• Collaborating with cross-functional teams, including development, quality assurance, and customer success, to identify and resolve issues, and to improve overall application performance.

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 vary, 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, which 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, with a strong understanding of agile project management methodologies.
• ITIL Certification, demonstrating a commitment to IT service management best practices.
• Agile and scrum methodology experience, with a proven track record of delivering high-quality results in fast-paced environments.
• Government work experience, with a strong understanding of regulatory requirements and compliance.
• Apple and Google Play Store experience, with a deep understanding of mobile application development and deployment.
• Familiarity with diagnostic tools and knowledge of diverse range of mobile device makes and models.

What We Offer

As a Service Desk Specialist/Live Chat Agent at arenaflex, you'll enjoy:

• A competitive salary, benchmarked to industry standards.
• A hybrid work model, combining remote work with time in our office, allowing for flexibility and work-life balance.
• Opportunities for career growth and professional development, with access to training and certification programs.
• A dynamic and supportive work environment, with a focus on collaboration and teamwork.
• A comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off.

How to Apply

If you're passionate about technology, customer service, and teamwork, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Submit Your Application

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