Player Customer Support- Lead (Gaming)

Player Customer Support- Lead (Gaming) (Remote)

Responsibilities

Excellent verbal and written communication – English

Experience Handling a  CS Team

Work with existing Game lead and/or build a relationship with game team and improve communication back to Customer Service

Guide in development and access of administrative tool for Customer Service

Support with Trust and Safety policy/process development

Perform daily incoming volume analysis.

Deep dive into any driving issues by request from Studio or PSO management

Participate in customer satisfaction and performance improvement projects for his/her assigned game/games.

Become a subject matter expert on all assigned games.

Demonstrate good communication in person as well as in writing.

Participate in vendor team performance management.

Perform weekly ticket reviews.

Become proficient in all CS tools. Zendesk CRM, Jira etc..

Deliver the following reports:

Weekly and monthly reporting meeting standards set out for monthly & Weekly reporting.

Post-mortem reports, documentation

Identify new, emerging and trending issues and report these to the game studio.

Create support documentation including, but not limited to, FAQs, knowledge base articles, internal agent facing articles, canned responses, and light training materials.

Develop support workflows within CS, as well as between CS and Game Team

 SYSTEM REQUIREMENTS MINIMUM:

Requires a 64-bit processor and operating system

OS: Windows 10 64-Bit

Processor: 3.0 GHz Quad Core

Memory: 16 GB RAM

Graphics: Nvidia GeForce GTX 1060 or AMD RX580 (or greater)

Network: Broadband Internet connection

Storage: 100 GB available space

Additional Notes: SSD required.

Qualifications

Bachelor’s degree or equivalent combination of education and/or work experience

24/7 client focus mentality. Flexible with schedule to attend clients’ needs

Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting

A self-motivated and proactive team-player, working quickly and accurately under pressure and time constraints, with minimal supervision

Desire to roll-up your sleeves and assist with any project

Extreme attention to detail

Passion for helping people achieve their goals

Data driven decision maker

Must possess excellent interpersonal, oral, and written communication skills.

Professionalism and the ability to work well with others are extremely important, as well as the ability to maintain confidentiality of information

Willingness to work as an independent Contractor

When smart, creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.

This role would be a Work From Home (WFH) opportunity and would be on a contract basis, please note that this is NOT a full time employment opportunity. The role would also require the applicants to have their own equipment (network connectivity, laptop, headphones etc.) meeting the Arise Standards.

Nature of Work: Gig work involves on-demand tasks that can be more diverse in nature. They are usually considered independent contractors or freelancers rather than employees.

Duration: Gig work is often characterized by its short-term nature, with workers taking on tasks or projects as they become available.

Benefits: Gig workers are typically responsible for their own benefits, including healthcare and retirement planning. They don't receive traditional employee benefits from the platforms or clients they work for. The Benefit you receive is the flexibility of time and hours.

Important Notice: This is NOT a full-time employment opportunity, nor will it evolve into one in the future.