Customer Support (Temp to Hire)

Operations, Customer Support & Quality Assurance San Francisco, California


Description

We are looking for a world-class Customer Support person to drive and execute core customer support functions and prize fulfillment for our Tetris mobile games.

 WHAT YOU WILL DO

        Effectively resolve general customer support inquiries in a   considerate, accurate, and timely manner.

        Respond to player questions and concerns about prizes,   payments and exploitative behavior.

        Working with a remote team, own the daily process of   validating prize winners

        Drive, manage and execute the fulfillment of cash prizes to   daily winners

        Track verification, status and delivery of prizes to our players.

        Co-work with the finance team to make sure all prizes are   distributed accurately and expediently.

        Troubleshoot and escalate issues with prize fulfillment.

        Use data to make informed decisions regarding suspicious   accounts and play behavior.

        Meet service level agreements set by Tetris team.

        Maintain a positive, customer focused attitude that embodies   the values of N3TWORK.

WHAT WILL YOU NEED

        Loves games.

        Excellent written and communication skills with the ability to   clearly explain complex and sensitive topics.

        3+ years of customer support experience.

        Proficiency in Salesforce or comparable CRM, JIRA, GSuite,   Slack.

        Able to work independently and in small teams in a fast-   paced environment.

        Knowledge of the mobile game space, culture and trends.

        Experience with payments, fraud and/or risk prevention is a   plus.

        Skill and passion for Tetris is a plus.