Senior Customer Support Specialist (P2E/Online Game)

Position Type: Experienced - Individual Contributor

Employment Type: Full-Time; Open-Ended Contract (Direct Hire)

Work Setup & Location:  Fully remote - Philippines

Work Schedule: Flexible, Mondays - Fridays

Base Salary: Php 40,000 - Php 70,000

Industry: Software Solutions (Blockchain/P2E gaming)

About the Job:
Join our client's team as a Senior Support Specialist and be the frontline of support for a vibrant community. You’ll be the first point of contact across multiple platforms, ensuring every support request is handled swiftly and accurately. Your role will be essential in maintaining seamless communication and a high level of customer satisfaction. If you're passionate about creating a positive support experience and ready to make an impact. Apply now!

Responsibilities:

• Triages incoming support requests across channels (e.g. Discord, Telegram, Linear, Slack) and teams within the company.
• Categorizes support requests based on urgency and nature, and assigns them to appropriate teams or individuals.
• Tracks and monitors support tickets to ensure timely resolution and adherence to SLAs.
• Escalates complex issues to senior support staff or relevant departments.
• Documents common issues and solutions in the knowledge base.
• Assists in maintaining internal knowledge base articles and FAQs.
• Identifies recurring issues and provides feedback to improve products, services, and processes.
• Handles escalated and complex support cases that require in-depth knowledge and expertise.
• Assists in developing and implementing support processes and procedures.
• Contributes to the creation and maintenance of support documentation and training materials.
• Monitors support metrics and identifies areas for improvement.
• Collaborates with other departments to resolve cross-functional issues.