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Customer Support

Tripledot Studios
Full Time
Jakarta
Posted 10 hari yang lalu
Job description

Live Play Mobile is disrupting social gaming with a new type of mobile experience. With global operations in San Francisco, Los Angeles and Kiev, Ukraine, we are a team of gaming veterans, and technology rockstars who think about games differently. We combine the latest live video streaming technology, world class game design, and best-in best-in-class social features into a mobile entertainment experience like no other.

  • Give Support to the customers: Assist players in resolving basic issues via company-provided support channels and ensure they receive outstanding service.
  • Investigate and resolve basic level customer support requests
  • Handle and manage web tools specially made for customer support
  • Escalate complex problems to the appropriate manager when needed
  • Be able to identify problems and create new templates for recurring ones
  • Notify Leads when a recurrent problem appears, to prevent further cases
  • Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
  • Provide basic customer support across app reviews on Google Play Store and iOS App store, social media inbox messages, and other channels as required
  • Provide analysis, trends and insights to senior management to improve the overall player experience and provide recommendations for process, policy and product improvements
  • Consistently meet performance targets set by management

Requirements

  • Advanced English (verbal and written) is a must;
  • Experience in customer support, dealing with real customer issues for a consumer mobile product;
  • Previous experience with Zendesk, ZohoDesk is a big plus;
  • Ability to work in a high-paced, dynamic environment;
  • Highly developed problem-solving and communication skills.
  • Excellent communication skills

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