Overview

As a Senior Operations Specialist, you will play a critical role in ensuring the smooth operation of our online gaming platform. You will be responsible for monitoring system performance, troubleshooting technical issues, and responding to urgent customer inquiries. Your focus will be on enhancing the overall customer experience by collaborating with internal teams and addressing technical problems in real-time. You will also manage customer feedback, support cross-departmental efforts during emergencies, and regularly update training materials for the customer service team.

Responsibilities:
  • Monitor system performance and address platform issues promptly, ensuring real-time technical problem resolution.
  • Respond to customer inquiries, complaints, and issues, documenting all interactions in accordance with company protocols.
  • Gather, summarize, and submit customer suggestions or concerns for further analysis and improvement.
  • Assist other departments during emergencies and unexpected events, providing timely updates to both colleagues and customers.
  • Regularly update and maintain customer service training documents and ensure ongoing team education.
  • Actively manage customer feedback, providing insights to improve service quality and customer satisfaction.
Required Qualifications:
  • Minimum of 3 years of experience in game customer service or package network integrated disc technical customer service.
  • At least 2 years of experience in the gaming industry.
  • Customer service team management experience is a plus.
  • Strong decision-making, planning, communication, and coordination skills.
  • High level of responsibility, with a meticulous and thorough approach to tasks.
  • Strong written communication skills and the ability to quickly learn and adapt to new challenges.
  • Ability to anticipate and resolve user issues and service defects proactively.
  • Proficiency in both Russian and English, with strong English reading skills.
  • Proven experience managing customer service teams in a gaming or related technical environment.
  • Ability to stay calm and manage multiple urgent issues simultaneously.
  • Strong problem-solving skills and a proactive attitude toward resolving customer issues.
Additional Information:
All candidates are encouraged to send their resumes to [email protected]

Please clearly mention that you have heard of this job opportunity on https://ijob.am.