Responsibilities
- Respond quickly and professionally to player inquiries via email and chat, ensuring clear and effective resolution.
- Efficiently identify and resolve player issues with accurate information and appropriate follow-up steps.
- Assist users in navigating product features and functionalities.
- Maintain high-quality support by following established policies and service standards.
- Work closely with team members to achieve optimal support outcomes.
- Be available to take on shifts when demand increases based on client needs.
- Participate in daily team huddles or engage in self-directed learning to stay current with policy updates and procedural changes.
- Meet service-level agreements and performance metrics such as response time, resolution time, customer satisfaction, and first-contact resolution rates.
- Escalate complicated cases to relevant internal departments when needed.
- Record and report recurring technical problems and forward them to appropriate teams.
- Share valuable insights with peers to enhance overall solution effectiveness.
- Deliver support that aligns with communication tone, empathy, and professionalism expectations.
- Troubleshoot and resolve issues related to gameplay and platform functionality.
- Manage multiple ongoing conversations across chat, email, and phone channels.
- Accurately document all support actions and resolutions in ticketing systems.
Other
- This role is part of a talent pooling initiative; applications will be reviewed for future openings as they arise.
- Applicants must demonstrate fluency in both English and Italian.
