Customer Support Associate

hace 5 días

Medellín Antioquia, Colombia RM2 DIGITAL SAS A tiempo completo

**CUSTOMER SUPPORT ASSOCIATE (1+ Years Exp.) $2.200.000 COP**

Join our passionate team and help us create the next generation of mobile games

We are a Colombian game development company that is dedicated to creating innovative and engaging mobile games. We offer a dynamic and supportive work environment where you can grow your skills and make a real impact on the gaming industry.

**What we offer**
- 100% remote work: Enjoy the flexibility of working from anywhere in Colombia.
- Professional growth: We are committed to helping you develop your skills and advance your career.
- Contrato a termino indefinido: We offer a permanent contract with long-term opportunities.
- Medicina prepagada: We provide comprehensive prepaid medical insurance for you.
- Collaborative and creative environment: Work with a team of talented and passionate game developers.

**Description**

As a Customer Support Associate, you will be an in-house expert on the issues experienced by players of one or more of our video games. You’ll assist players by answering technical, billing, and general product questions via Zendesk, writing individual responses, and directing customers to useful articles on our self-help portal. In addition, you will monitor and respond to reviews in the online app stores.

Our team values a player's experience above all. We stay professional under pressure and communicate in a personable way.

**Responsibilities**
- Answering technical, billing, and general product and game related questions via the Zendesk ticketing system with individual responses and directing customers to Help Center articles.
- Communicating with the game developers about bugs and issues that the players are facing in various channels, whilst paying attention to reported issues that may affect players.
- Creating bug reports via Jira, that allow for tracking of player reported bugs and issues.
- Monitor and respond to player reviews in the Google and Apple app stores.
- Assist in handling consumer privacy requests for deletion and access of personal data.

**Requirements**:

- Higher education students or graduates.
- Good written and verbal English.
- Proficient knowledge of Google Docs, Google Sheets preferred.

**Skills**
*
- Excellent listening and communication skills
- Proficient ability to manage your time and work independently, needing little guidance from a manager.
- Proficient ability to work cooperatively and collaboratively with others
- Proficient ability to resolve problems while being both empathetic and decisive
- Proficient understanding of online communities, social networks and popular culture
- Professionalism, responsibility, organization and self-direction
- Communicative in Slack or similar messaging system

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