Customer Support Ninja - Humble Bundle

Client Support Austin, Texas


Description

Position at Humble Bundle

Humble Bundle sells games, ebooks, software, and other digital content. Our mission is to support charity while providing awesome content to customers at great prices. We launched in 2010 with a single two-week Humble Indie Bundle, but we have humbly grown into a store full of games and bundles, a subscription service, a game publisher, and more. We have raised $190 million for charity and counting. And we now have over 400,000 subscribers to our Humble Choice.


CUSTOMER SUPPORT


Our Support Ninjas love to play games and are passionate about solving problems and helping people in general. As the front line of Humble Bundle's communication with the community, they spend their days talking to customers, identifying bugs, and collecting data that will be used to directly improve the products.


Ninjas are responsible for responding to all incoming customer queries via our help desk and ensuring that Humble Bundle customers have the best possible experience. They rapidly prioritize serious issues, cross collaborate with our Engineers and Operations team to fix bugs, and are responsible for providing the highest quality customer service at all times.


This is a Work From Home position, based in the Austin area.  All applicants must be in the Austin area, as travel to an office or team event may be occasionally required.  This position is for a day shift, from 8AM to 5PM.  The shift will also include one weekend workday, meaning it will be scheduled Tuesday - Saturday.


Responsibilities

  • Manage and respond to support tickets submitted by our customers
  • Troubleshoot issues to help diagnose problems
  • Coordinate internally with other teams to provide feedback on the product
  • Assess and communicate bugs/issues encountered by our customers

Experience/Requirement

  • High School diploma or equivalent
  • A minimum of 1 year’s experience in assisting customers in an online environment
  • Excellent written and verbal communications skills in the English language
  • Team player with patience and a positive attitude
  • Ability to work under pressure in a fast-paced and high-volume environment
  • Ability to retain information
  • Strong customer service skills and empathy for issues that affect the gaming community
  • Previous experience with the Google Apps suite
  • Previous experience with the Zendesk ticketing system

Bonus Points

  • A passion for and above average knowledge of gaming in general, including PC/Mac/Android
  • An above average knowledge of pop culture in general, including movies, comic books, etc…
  • Previous experience with JIRA bug-tracking software