Support Specialist - Tebex

3 Months ago • 2 Years + • Administrative

Job Summary

Job Description

Tebex is seeking a Support Specialist to provide first-line support to creators and buyers. Responsibilities include answering product questions, processing support tickets (chat and email), resolving issues with a helpful tone, proactively addressing customer needs, handling feedback, escalating issues as needed, maintaining up-to-date support documentation, tracking KPIs (NPS), and monitoring support ratings. The ideal candidate will have 2+ years of experience in online customer support, excellent communication and problem-solving skills, a positive attitude, and the ability to remain calm under pressure. The role requires full-time availability (Thursday-Monday).
Must have:
  • 2+ years online customer support experience
  • High attention to detail
  • Excellent communication skills
  • Problem-solving abilities
  • Positive customer-oriented attitude
Good to have:
  • Experience with SQL, databases
  • Technical background (APIs, HTML/CSS/JS)
  • Passion for PC gaming

Job Details

Description

We’re looking for a courageous Support Specialist to join the Tebex team and assist our creators and buyers.

As a Support Specialist, you’ll be the first line of response for all Tebex-related questions, concerns, and inquiries.

So if you have a passion for helping others, a knack for problem-solving, and legendary communication skills - come over and join our quest.

Responsibilities

In this role, you will:

  • Answer Tebex-related product questions and services
  • Process support tickets and messages in an effective and efficient manner via chats and emails.
  • Resolve issues and communicate in a helpful and supportive tone
  • Maintain a proactive outreach mindset when resolving customer issues
  • Inform customers about both current and potential service issues
  • Handle customer feedback and escalate issues as needed
  • Maintain Support documentation up-to-date with changes in the platform, knowledge management with GetGuru
  • Track and monitor KPIs, NPS (Net Promoter Score), and support ratings

Requirements

  • 2+ years of experience in online customer support
  • A proven track record of maintaining high standards and attention to detail
  • Effective communication skills, with an emphasis on active listening
  • Strong attention to detail and the ability to remain level-headed when dealing with challenging situations
  • Openness to feedback, constructive criticism, and new ideas
  • Demonstrated positive, customer-oriented attitude with strong interpersonal skills to assist and troubleshoot buyer and seller problems effectively
  • Availability to work full time, approximately 40 hours per week Thursday to Monday, with hours/shifts determined based on the team’s needs 
  • Experience investigating and troubleshooting software/web issues

Bonus Points

  • Experience with SQL, relational databases and solving technical issues
  • Technical background with a basic understanding of API’s, databases and HTML/CSS/JavaScript
  • Passion for PC Gaming

About Us

As part of Overwolf, the leading modding platform in the game industry, Tebex supports thousands of server owners and content creators on various platforms, including Minecraft, Rust, Discord, Ark, FiveM, and more.

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About The Company

We empower them to build, grow, and monetize in-game apps and mods. Built for creators by creators, Overwolf is uniting the in-game creator community. Our mission is to make sure that creators have everything they need to make a living doing what they love: developing awesome gaming experiences, enjoyed by both gamers and game developers.

 

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