Customer Service/Tech by Omnichannel - Middlesbrough

Remote Player Support Agent Job Description

**Hours**: Initially 15 hours per week (Part-Time)

• Gain in-depth knowledge of company processes and provide exceptional customer support.
• Deliver outstanding customer experience based on surveys.
• Meet contractual Key Performance Indicators (KPIs).

• Passion for the gaming industry.
• Strong logical thinking skills.
• Customer-centric approach to problem-solving.
• Advanced technical expertise.
• Proficient in game-specific terminology and context.

• Native or Near-Native proficiency in assigned language.
• Excellent written skills and typing accuracy.
• Testing: CEFR 1 for assigned language, CEFR B2 or higher in English.

• Tier 1 support activities.
• Escalation of issues as per client guidelines.
• Handling bug reports and account management tasks.
• Assisting with key & code-related queries, connection issues, technical problems, subscriptions, online store purchases, gameplay inquiries, and more.

• Respond to all reports within 24 hours, escalate critical issues promptly.
• Maintain QA score of 75% with 90% pass rate.

• Google Play
• In-App Support chats
• SalesForce
• Quality Assurance Tool
• MS Teams
• Helpshift
• Jira
• Sharepoint
• Scylla
• Mantis
• Internal Wiki
• Internal translation tool

Kindly be aware that this position operates on a self-employed status, requiring you to manage your Tax and National Insurance payments to HMRC. Rest assured, we are here to assist you with this process, so feel free to reach out for support without hesitation.