As a Tier-1, you will be part of a team providing chat and email support for gamers by maintaining positive, empathetic, and professional attitude towards players and delivering high level of experience.
Responsibilities:
- Promptly respond and help players with their questions, queries, and problems either via email and/or chat.
- Resolve player complaints and problems by quickly identifying the issue, troubleshoot effectively, provide accurate information, and follow up to ensure correct resolution.
- Explain and guide customers through product features and functionalities.
- Stay focused on the quality by ensuring consistency and adherence to high standards.
- Communicating, coordinating & collaborating with team members and colleagues to provide customers with best possible solution to their problem.
- To maintain 8-hour working shift (including night & weekend shifts fairly divided between all 24/7 team members) while strictly maintaining schedule adherence. (40 hours per week)
- Maintain an average handle time of 8 minutes on email and 12 minutes on chat.
- Handle up to three concurrent chats while working on chat channel.
- To deliver customer satisfaction level of 70% or above.
- Participate in daily pre-shift huddles/meetings to remain up to date with any changes in policies and process.
Requirements
Minimum Technical Requirements for this job include:
- Windows/Apple laptop or desktop
- Latest processor and operating system
- Minimum of 4 GB RAM
- Microphone and audio enabled
- Internet speed: 20 mbps or higher
Ideal candidates must have the following:
- Strong written & verbal communication skills.
- Full proficiency in English languages.
- Logical, analytical, and reasoning skills.
- Fair knowledge about gaming and gaming platforms such as Xbox, PlayStation, Nintendo & PC.
- The flexibility to work in rotational shifts (day/night shifts) and rotational week offs.
- The willingness to adapt to our working style and method.
- Good computer skills and fair networking knowledge.
- A positive, empathetic, and professional attitude towards players at all times.
