**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 we're looking for a talented Service Desk Specialist/Live Chat Agent to join our team. As a critical member of our support team, you'll play a vital role in ensuring the smooth operation of our myColorado application, providing top-notch customer assistance, and troubleshooting issues in both iOS and Android operating systems.

**About arenaflex**

arenaflex is a leading provider of innovative technology solutions, dedicated to empowering individuals and organizations to achieve their full potential. With a strong commitment to customer satisfaction and excellence, we're constantly pushing the boundaries of what's possible in the world of technology. Our team is passionate about making a difference, and we're excited to have you join us on this journey.

**Job Summary**

As a Service Desk Specialist/Live Chat Agent, you'll be the first point of contact for our customers, providing timely and effective support through live chat and other communication channels. Your primary responsibilities will include:

* Providing Tier I support and customer assistance for our mobile application, ensuring that customers receive prompt and accurate solutions to their issues.
* Troubleshooting, reproduction, reporting, and problem resolution in both iOS and Android operating systems, using your technical expertise to resolve complex issues.
* Installing the myColorado software on supported devices, following defined procedures, processes, and methods to ensure seamless integration.
* Employing Incident Management procedures to enter tickets into our required tracking system, ensuring that issues are properly documented and resolved.

**Responsibilities**

* Provide Tier I support and customer assistance for our mobile application, responding to customer inquiries and resolving issues in a timely and professional manner.
* Troubleshoot, reproduce, report, and resolve issues in both iOS and Android operating systems, using your technical expertise to resolve complex problems.
* Install the myColorado software on supported devices, following defined procedures, processes, and methods to ensure seamless integration.
* Employ Incident Management procedures to enter tickets into our required tracking system, ensuring that issues are properly documented and resolved.
* Collaborate with our development team to identify and resolve issues, providing feedback and suggestions for improvement.
* Stay up-to-date with the latest technology trends and advancements, applying this knowledge to improve our support processes and customer experience.

**Requirements**

* One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support.
* OR 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.
* 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**

* Jira experience, with a strong understanding of project management and issue tracking.
* ITIL Certification, demonstrating your expertise in IT service management.
* Agile and scrum methodology experience, with a strong understanding of iterative development and continuous improvement.
* Government work experience, with a strong understanding of regulatory requirements and compliance.
* Apple and Google Play Store experience, with a strong understanding of mobile app development and deployment.
* Use of diagnostic tools and knowledge of diverse range of mobile device makes and models.

**What We Offer**

* Competitive salary and benefits package.
* Opportunity to work with a leading provider of innovative technology solutions.
* Collaborative and dynamic work environment, with a strong focus on customer satisfaction and excellence.
* Professional development and growth opportunities, with a commitment to helping you achieve your full potential.
* Flexible work arrangements, including remote work options and a flexible schedule.

**How to Apply**

If you're passionate about technology and customer support, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter, outlining your experience and qualifications for this position. We can't wait to hear from you!

**Work Schedule**

* Training: Monday - Friday, 9AM - 6PM, for 3 weeks.
* Permanent schedule: Tuesday through Saturday, 9AM - 6PM.

**Location**

* Remote work from anywhere in Colorado, with a strong commitment to working from within the state.

**Duration**

* 8+ months, with the possibility of extension or conversion to a full-time position.

We're excited to have you join our team at arenaflex, and we look forward to reviewing your application!

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