Customer Success Agent

hace 3 semanas

Colombia PikPok A tiempo completo

Medellín, Antioquia, ColombiaPublishing

**Description**:
**Who we are**:
PikPok is New Zealand’s oldest and largest video game developer and publisher. We established our Medellín studio by acquiring Wizard Fun Factory, one of the oldest studios in the city. Our Medellín studio works closely with our New Zealand-based counterpart in striving to successfully provide rich game experiences crafted by talented teams who are curious, take ownership, and collaborate well. We are committed to providing a safe and supportive workplace, enabling our teams to make games enjoyed worldwide across mobile, desktop, and console.

**About the role**:
**The Customer Success Agent’s responsibilities include**:

- Monitor, review, and regularly report against:

- User reviews posted via iTunes, Google Play, Steam, and any other agreed user review channel
- Community and/or player feedback via social media channels with a focus on technical and/or game issues
- Customer Support queue as required
- Regularly review customer and community support processes, tools, and methods and suggest improvements
- Establish escalation paths for surfacing larger issues to the game development team & the larger company

**Requirements**:
**The Customer Success Agent’s required knowledge and experience should include**:

- Minimum English level C1, with good written and verbal communication skills.
- Endless levels of sympathy & a strong sense of resilience
- A positive ‘can-do’ attitude, self-management skills, great work ethic, and strong sense of initiative
- Ability to handle sensitive/confidential issues
- Ability to produce quality work within tight deadlines
- Excellent time management skills and attention to detail
- The ability to work smoothly with international colleagues and teams, respecting differences in culture and readily exchanging learning
- Proficient in MS Office, Google Suite, or similar products

Other desirable knowledge
- Previous Customer Support or Front-Line customer-facing experience, ideally within the I.T., video game, or software development (or associated) industries
- Working knowledge of CRM tools (e.g., Salesforce CRM, ZenDesk, Nimble, etc.)
- Experience working with the Agile framework
- Technical documentation experience
- Knowledge of other languages (Portuguese, French, etc.)
- Interest in video games

**Benefits**:

- Hybrid work. PikPok has a flexible approach to splitting your time between working in the office and working from home.
- Health insurance.
- One-time home buyer bonus.
- Staff referral recruitment bonus.
- Partial rebate on mobile phone and tablet upgrades.
- Monthly self-directed Lab Days, annual game jams, and various training and learning opportunities.

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