Junior Player Support Representative
Job Description
- Experience in the gaming industry.
- Knowledge of mobile gaming trends and of the mobile market in general.
- Knowledge in GDPR and global movements on privacy and security.
- Review and manage incoming questions and feedback regarding accounts, purchases, gameplay, and technical issues by organising, tagging, and responding to tickets in line with protocol within the support tool.
- Identify trends in incoming enquiries and analyse the root causes of complaints across sources to drive business improvements and enhance the players’ experience.
- Ensuring that the information shared with players is up-to date and correct.
- Reporting technical issues, bugs and feedback to relevant teams (Production, Advertising, Marketing etc.).
- Suggesting ideas for improving player’s experience in the game and our processes.
- A proven track record of providing value-driven customer service in the tech industry (1+ years of experience).
- The ability to work under pressure in a fast-paced, agile environment.
- Excellent attention to detail and ability to follow strict procedures even with repetitive tasks.
- Approach tasks and decisions with a business-oriented mindset, considering the impact on company goals, player satisfaction, and overall efficiency.
- Ability to adapt communication to effectively engage with players and stakeholders from diverse cultural backgrounds.
- Knowledge of customer service-related software, ticketing systems.
- Ability to prioritize and manage time effectively.
- Excellent communication skills, including fluent written and spoken English.
Description
What will you be doing at Miniclip?
As the first point of contact for inquiries from our customers, your primary responsibilities will include:
- Review and manage incoming questions and feedback regarding accounts, purchases, gameplay, and technical issues by organising, tagging, and responding to tickets in line with protocol within the support tool.
- Identify trends in incoming enquiries and analyse the root causes of complaints across sources to drive business improvements and enhance the players’ experience.
- Ensuring that the information shared with players is up-to date and correct;
- Reporting technical issues, bugs and feedback to relevant teams (Production, Advertising, Marketing etc.);
- Suggesting ideas for improving player’s experience in the game and our processes;
What are we looking for?
We’re looking for a hard-working, team-oriented candidate who is passionate about providing support to our users. The ideal candidate has:
- A proven track record of providing value-driven customer service in the tech industry (1+ years of experience);
- The ability to work under pressure in a fast-paced, agile environment;
- Excellent attention to detail and ability to follow strict procedures even with repetitive tasks;
- Approach tasks and decisions with a business-oriented mindset, considering the impact on company goals, player satisfaction, and overall efficiency.
- Ability to adapt communication to effectively engage with players and stakeholders from diverse cultural backgrounds.
- Knowledge of customer service-related software, ticketing systems.
- Ability to prioritize and manage time effectively.
- Excellent communication skills, including fluent written and spoken English;
The following skills are desirable but not essential:
- Experience in the gaming industry;
- Knowledge of mobile gaming trends and of the mobile market in general;
- Knowledge in GDPR and global movements on privacy and security;
About Miniclip
Miniclip is a global leader in games and one's of the world's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 450 million monthly and 70 million daily active users across mobile, PC, console, social, and online platforms. Operating in 15 countries, Miniclip develops and launches games in multiple categories across its 22 studios.
Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally.
To date, Miniclip’s studios and companies have generated more than 10.5 billion downloads, including the following games: 8 Ball Pool, Subway Surfers, Golf Battle, Football Strike, Carrom Pool, OSM - Online Soccer Manager™, Football Rivals , Pure Sniper , Puzzle Page™, Head Ball 2, Motorsport Manager, Darts of Fury, Ultimate Golf, Mini Football, Triple Match 3D™, Agar.io, PowerWash Simulator, Sudoku.com™, and We Are Warriors™.
For more information, visit https://miniclip.com/
