Good Talent Place is hiring a
Customer Support Specialist, Remote - United States
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Summary
The job is for a Customer Support Specialist who will provide first-line support to online gaming clients, handle queries via various channels, manage client records, conduct KYC/AML checks, and participate in marketing activities. The role requires at least 1 year of customer support experience, fluency in English, knowledge of technologies, CRM systems, and time-tracking applications.
Requirements
- Proven experience in Customer support or relevant roles in international or Western Europe-oriented online products min 1 year
- Fluent in spoken and written English. (other European languages would be a plus)
- Familiarity with current technologies, like desktop sharing, screen recording, call recording, time tracking/timesheet keeping
- Experience with word-processing software and spreadsheets (e.g. MS Office)
- Knowledge and experience in working with a CRM system, and time-tracking applications
- Excellent phone, email and instant messaging communication skills
- Excellent time management skills
- Working knowledge of customer service software, databases and ticket desk or task-tracking tools
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Solid organisational skills, and ability to work under minimum supervision
Responsibilities
- Respond to live chat, emails and phone calls, log and route the incoming enquiries to appropriate response lines
- Log, tag, track and otherwise manage clients in the CRM
- Keep tidy online records of all customer encounters
- Conduct KYC and AML documentation checks for product users/players
- Provide best-in-class service to the clients using the product knowledge base library
- Log and reports and complaints and technical issues for further escalation and resolution
- Address other support queries
- Participate in new/potential and existing players' stimulation and retention, loyalty and marketing activities
- Create presentations, and conduct demos as assigned to assist with our up-selling strategy
- This role includes planning and executing multi-channel (including phone or Skype calls and emails, SMS) reach-out to platform users/players, engaging them to play, trying and testing the new offers, and collecting first-hand feedback
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