Overview

Since 1998, we’ve been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to lend a hand to video g…

Responsibilities:
  • Deliver excellent customer support to players.
  • Investigate and resolve player inquiries promptly through ticketing, email, or chat.
  • Assist internal teams with project-related requests, ensuring smooth collaboration.
  • Play a crucial role in gathering and delivering player feedback according to established procedures.
  • Provide translations when required to ensure seamless communication.
  • Maintain accurate and detailed reports to keep processes streamlined.
  • Ensure prompt escalation of issues following established procedures.
  • Contribute to smoother support processes with personalized macros and knowledge base.
  • Play a part in maintaining high-quality standards through the QC process.
  • Take part in valuable training sessions to enhance your skills and knowledge.
  • Manage your time effectively and responsibly to meet players' needs.
  • Master the gameplay knowledge of our products to serve players better.
  • Familiarity with Helpshift/Zendesk or other CRM tools for seamless support.
  • Knowledge of macros customization for streamlined responses.
  • Experience with MS Office or Google Suite apps for documentation.
Nice To Have:
  • Previous Customer Service experience (remote or on-site/retail) is a plus.
  • You have some knowledge of the community platforms (e.g. Discord, Slack) - this could be an asset.
  • You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial.
Required Qualifications:
  • Mastery in C1-C2 level Russian proficiency, with English at B2 level or higher.
  • Excellent communication skills for effective player support.
  • Flexibility to adapt to various situations and player needs.
  • Accountability and reliability in handling player inquiries and issues.
  • Proactivity in identifying and addressing player concerns proactively.
  • Proficiency in navigating knowledge bases for efficient support.
  • Basic troubleshooting skills to assist players with technical challenges.
  • Availability for full-time work, including weekends (Saturday and Sunday).
Benefits:
  • We want to make sure you have everything you need to work efficiently — that’s why we offer remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse.
  • We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates.
  • We want you to gain valuable experience - by collaborating with people from all over the world and working on exciting projects.
  • We want you to be a part of our community - so we offer the unique chance to look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!
Note:

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