Customer Service Representative (Gaming Process)

About the Position:

Customer Support plays an indispensable role in our success as a  company. You will be the voice of the company, helping our customers have a  positive experience. You must be calm, caring, and compassionate, and have a strong  sense of empathy in difficult situations. 

Essential Job Functions:

• Read, review, respond, and document user reports, reviews, and support tickets regarding all the gaming-related questions and concerns via  Helpshift support system, emails, facebook messages, in app queries, chats and phone calls and other means of communication. 

• Adapt to customer needs to provide top quality support for both  technical and non-technical issues 

• Resolves product or service problems by clarifying the customer's  complaint; determining the cause of the problem; selecting and  

explaining the best solution to solve the problem; expediting correction  or adjustment; following up to ensure resolution. 

• Meet the average response time along with productivity while ensuring  you follow all quality parameters, SLA with 100% Customer satisfaction • To ensure all the customer queries/issues are being resolved on priority  with clarity and promptness.

Who we are looking for: 

Our ideal CX candidate will enjoy building relationships with customers. We are  looking for someone who is self-sufficient, driven, and empathetic. 

• Should have a minimum of 1-3 years of work experience as a CX  executive preferably into Gaming Industry. 

• Worked for US based Customer. 

• Strong verbal and written communication skills. 

• Great communication skills via phone, email, and chat 

• Strong knowledge of customer service software and development tools  including Zendesk, Jira, and Slack. 

• Experience defining KPI's and measuring support-related activities.

• It's important that you can work in rotational Shift.

• Self-motivation and an attitude that gets things done.