Your role within our Kingdom

We are looking for an experienced and motivated Studio Support Specialist to join our Studio Support team. In this role, you’ll serve as a vital link between outsourced player support agents, King’s game studios, and internal teams across the Player Support organization.

As a Studio Support Specialist, you’ll become an expert in our games, support procedures, documentation standards, and incident management processes. Your main mission will be to ensure seamless communication across teams and empower our support partners with the tools and knowledge they need to deliver world-class service to our players.

Responsibilities

In this role, you’d handle a wide variety of complex queries across all King’s games, for example with player accounts, games, and GDPR. You’d be a close collaborator with our game teams, acting as the bridge between them and our players. You’ll be expected to build and maintain documentation, relationships and fluid communication with game studios and key internal stakeholders.

Among other things, you’d be gathering data and making analysis to create valuable reports for our stakeholders on game issues, player feedback and project updates.

Additionally, you will contribute to providing excellent support to our players, through an active overseeing of our internal procedures and documentation, that will enable our outsourced agents to ensure player satisfaction.

Your main responsibilities will include:

• Building relationships and collaborating with our game teams and different stakeholders, improving their processes based on their reviews and feedback. Also understanding the impact coming from new projects, regulations, and/or changes.
• Constantly revise and reassess documentation on procedures and game knowledge based on game changes and new feature releases
• Uni/multi-point coordination with internal and external clients to resolve escalations from 1st line support agents about Games, Promotional or Payments issues of our players
• Issue reporting: Investigating, identifying and forwarding required and precise information to further points of escalation across the business to drive resolution and optimize the player experience
• Backend processing of online withdrawals/refunds and resolving issues for global and localized payment providers (ranging from Credit cards, to SMS, to IVR to prepaid cards)

Skills to create thrills

• Relevant university degree or previous related experience in customer service and/or game production.
• Knowledge of English language to a business or professional level
• Self-starter, proactive & independent mindset
• Excellent communication and interpersonal skills
• Passion for games and inquisitive nature
• Strong logical & reasoning skills with an analytical approach and attention to detail.
• Fast learner with the ability to work smoothly with technical processes related to hardware or software.
• Experience with Customer and/or Stakeholder management
• The ability to perform well in a demanding environment

Tasty bonus skills:

• Knowledge of a second language to a business or professional level

Application needs to be in English.