Customer Success Agent

hace 10 horas

Medellín, Antioquia, Colombia PikPok A tiempo completo

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:
We are seeking a Customer Success Agent who will provide exceptional support and service to our customers, games, and community members by responding to and identifying issues or opportunities with any title in our portfolio. We want someone with a mature and professional attitude who knows how to work with people and offers superior service and value-added input. We welcome applications from diverse candidates and those with various backgrounds, skills, and experiences..

The Customer Success Agent's responsibilities include:

  • Provide timely and accurate responses to customer questions via email, agreed social media channels, Steam product pages, or any relevant communication channel
  • Monitor, review, and regularly report against:
  • User reviews posted via App Store, 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, skills, and experience should include:

  • Minimum English level B2, with good written and verbal communication skills (assessed)
  • Endless levels of sympathy & a strong sense of resilience
  • A high sense of curiosity and the capacity to ask meaningful questions
  • 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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