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Support Specialist - Tebex

England, United Kingdom (On-site)

Support Specialist - Tebex

2 Hours ago • 2 Years + • Administrative • Undisclosed

About the job

8 skills required for this role

Add these skills to join the top 1% applicants for this job

html

javascript

css

monday

rust

sql

communication

problem-solving

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

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

Overwolf

20 Active Jobs

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.