Junior Player Support Representative - Junior Player Support

As a Junior Player Support Representative at Masomo, you will be the first point of contact for players of titles like Head Ball 2 and Basketball Arena. Your role involves managing inquiries, feedback, and technical issues through a support tool, identifying trends, and reporting bugs to relevant teams. You will also contribute ideas to enhance player experience and internal processes, ensuring accurate and up-to-date information is provided to players.

Must Have

• Review and manage incoming questions and feedback
• Organize, tag, and respond to tickets in line with protocol
• Identify trends in incoming enquiries and analyze root causes
• Ensure information shared with players is up-to-date and correct
• Report technical issues, bugs, and feedback to relevant teams
• Suggest ideas for improving player’s experience and processes
• Proven track record of 1+ years in value-driven customer service in Technology
• Ability to work under pressure in a fast-paced, agile environment
• Excellent attention to detail and ability to follow strict procedures
• Approach tasks and decisions with a business-oriented mindset
• Ability to adapt communication for diverse cultural backgrounds
• Knowledge of customer service-related software and ticketing systems
• Ability to prioritize and manage time effectively
• Excellent communication skills, including fluent written and spoken English

Good to Have

• Experience in the gaming industry
• Knowledge of mobile gaming trends and the mobile market
• Knowledge in GDPR and global movements on privacy and security
• Experience in Statistics, Project Management and/or Marketing
• Knowledge in Customer Experience concept

What will you be doing at Masomo?

You would mostly work with our biggest titles like Head Ball 2, Basketball Arena and upcoming games. 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 Technology 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;
• Experience in Statistics, Project Management and/or Marketing
• Knowledge in Customer Experience concept;

Please ensure that you upload your CV and a cover letter in English. CV in other languages will be automatically disqualified.

About Miniclip

Miniclip is a global leader in games and one 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™.