Publicado hace 5 días

Oferta de empleo Customer & Game Support ♿ en Barcelona

King en Barcelona

Empleo de Customer & Game Support ♿ en King
Customer & Game Support ♿
Product
A consultar
Intermediate
Full-time
Oficina

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Descripción de la oferta

 

Job Description:

We are looking for an experienced and motivated Studio Support Specialist to work in our Operational Support team and serve as a liaison between First Line, other teams within Player Support and within King.

 

Your role within our Kingdom

You will build relationships with our internal customers and through these you will work to maintain a high quality communication flow and contribute to the quick resolution of customers issues focusing on high customer satisfaction.

 

 Responsibilities include:

Handling a wide variety of queries on player accounts, games, player promotions etc. across all King products

Uni/multi- point coordination with internal and external clients to resolve escalations from 1st line in regards to Games, Promotional or Payments issues of our players

Researching and accumulating accurate information/ cause of instance

Backend processing of online withdrawals/refunds and resolving issues for global and localized payment providers (ranging from Credit cards, to SMS, to IVR to prepaid cards)

Forwarding required and precise information to further points of escalation across the business to drive resolution and optimise the player experience

Investigating, identifying and providing timely solutions to all technical issues through escalation/collaboration with studio's

Receiving/interpreting information from external teams and sharing the information to internal teams in an understandable format

Building and maintaining relationships with Studios and key stakeholders within the business

Creating, maintaining, and managing training materials for assigned games

Conduct and facilitate training sessions covering gameplay, processes, live ops and game features

Constantly revise and reassess training materials and amend them based on game changes and new feature releases

Identify and develop training to address key gaps in Player Relations

To maintain high levels of productivity and quality standards following set guidelines

To adhere to standard operating practices and follow compliance guidelines

To contribute to process improvement

To keep yourself up to date and consistent in terms of process knowledge

To maintain high levels of engagement

Perform Analysis and regular Reporting to drive improvements, efficiencies and maximise our players enjoyment of our games

Deliver on such other duties that employees supervisor may designate to the employee from time to time

 

Key experience:

2nd line support experience

Zendesk experience

 

 

Skills to create thrills

Knowledge of English language to a business or professional level

Passion for games and inquisitive nature

Strong logical & reasoning skills with an analytical approach

Strong technical ability to understand utility of various hardware and software components of computers. Relevant university degree or previous related experience.

The ability to perform well in a demanding environment

 

 

Tasty bonus skills

Knowledge of a second language to a business or professional level

 

About King

King is a leading interactive entertainment company for the mobile world, with people all around the world playing one or more of our games, including franchises such as Candy Crush, Farm Heroes, Pet Rescue and Bubble Witch.

We have 249 million monthly active users as of fourth quarter 2019 across web, social and mobile platforms. King was acquired by Activision Blizzard Inc. (Nasdaq ATVI) in February 2016 and operates as an independent unit of the

company.

 

 

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