Experienced Service Desk Specialist/Live Chat Agent – Mobile Application Support and Customer Assistance

At arenaflex, we're dedicated to delivering exceptional customer experiences through innovative technology solutions. As a Service Desk Specialist/Live Chat Agent, you'll play a vital role in ensuring the smooth operation of our myColorado application, providing top-notch support to our users and helping us achieve our mission to revolutionize the way people interact with government services.

About arenaflex

arenaflex is a leading provider of cutting-edge technology solutions, empowering governments and organizations to deliver better services to their citizens. Our team is passionate about harnessing the power of technology to drive positive change and make a meaningful impact. We're committed to fostering a culture of innovation, collaboration, and excellence, and we're excited to welcome talented individuals like you to our team.

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 key member of our support team, you'll provide critical assistance to our users, troubleshooting and resolving issues with our myColorado application on iOS and Android devices. If you're passionate about technology, enjoy working with customers, and are committed to delivering exceptional service, we want to hear from you!

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, ensuring that users receive timely and effective help with their queries and issues.
• Troubleshooting, reproducing, reporting, and resolving problems with our application on both iOS and Android operating systems, using your technical expertise and problem-solving skills to identify and fix issues.
• Installing the myColorado software on supported devices, following defined procedures, processes, and methods to ensure a seamless user experience.
• Employing Incident Management procedures to enter tickets into our required tracking system, ensuring that issues are logged and tracked accurately and efficiently.
• Collaborating with our development team to identify and report bugs, providing valuable feedback to help us improve our application and services.
• Participating in ongoing training and professional development to stay up-to-date with the latest technologies and best practices in mobile application support.

Minimum Qualifications

To be considered for this role, you'll need to meet the following minimum qualifications:

• 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 understand that experience and education can sometimes be interchanged. If you don't meet the minimum qualifications, you may still be eligible for consideration 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 preferred qualifications:

• Jira experience, with a strong understanding of agile project management methodologies.
• ITIL Certification, with a focus on incident management and problem resolution.
• Agile and scrum methodology experience, with a proven track record of delivering high-quality results in a fast-paced environment.
• Government work experience, with a strong understanding of the unique challenges and opportunities in this sector.
• Apple and Google Play Store experience, with a deep understanding of the latest technologies and trends in mobile application development.
• Use of diagnostic tools and knowledge of diverse range of mobile device makes and models, with a strong ability to troubleshoot and resolve complex technical issues.

What We Offer

As a Service Desk Specialist/Live Chat Agent at arenaflex, you'll enjoy a range of benefits and perks, including:

• Competitive salary and benefits package.
• Ongoing training and professional development opportunities.
• Collaborative and dynamic work environment.
• Flexible work arrangements, including remote work options.
• Access to the latest technologies and tools.
• Opportunities for career growth and advancement.
• Recognition and rewards for outstanding performance.

How to Apply

If you're passionate about technology, enjoy working with customers, and are committed to delivering exceptional service, 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 welcome you to our team! Apply Now! Apply for this job