Customer Support Advisor

• Do you enjoy helping customers with complex issues?

• Are you a champion of customer-first processes?

• Do you have an interest in competitive video gaming?

If the answers to the above questions are yes, then this role could be ideal for you!

In this role you will join the Support Organization at GRID, a team of 10+ customer-facing Support Agents across the globe where a professional client-first mentality is crucial to delivering customer service excellence.

What you will do

• Collaborate with esports tournament organizers to ensure content is correctly set up for GRID to collect data

• Communicate with clients, answering questions and solving issues where required

• Help improve the GRID product suite based on customer feedback and defects you’ve identified

• Investigate, diagnose and record data quality and process issues

• Take responsibility for daily customer relations to support GRID’s vision of providing unparalleled world-class customer service and support, including interacting with customers and answering customer enquiries or issues via email, live-chat (Slack, Skype, Discord)

• Expand on game and GRID product knowledge to improve our service quality

• Contribute daily to our knowledge base to share your knowledge with grid employees, partners and customers.

What we're looking for

• Championing customer first mentality

• An interest in competitive video games (CS2, Valorant, Dota 2, PUBG with other games a plus)

• General understanding of esports tournaments

• Experience with ticketing software (such as Jira or Asana)

• Knowledge of basic Excel commands, with more advanced knowledge as a plus

• Previous experience in customer-facing Support roles

• Previous experience in technical support would be a plus

• Available to work shifts and weekends if required

• Excellent written and spoken English, with other languages a plus