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.
