The role of Customer Support Associate (CSA), will be responsible for:

- Answering player support queries via Email and Discord
- Troubleshooting game issues via Email and Discord
- Answering player queries about features and functionalities of the clients service offerings
- Answering questions regarding game issues and making recommendations
- Escalate product related issues to internal teams & close loop
- Going the extra mile to engage with players by solving their issues and ensuring satisfaction

Requirements:-

- An obligation to deliver exceptional customer service
- Receive inbound emails and Discord messages to gather and verify required information and do utmost within their power to solve issues submitted
- Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions
- Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
- Actively read the player, and show empathy and patience
- Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken
- Ensure policies and procedures are followed on all emails and Discord tickets
- Maintain thorough knowledge of systems so that information can be researched and proper information is given to players
- Learn and retain a thorough working knowledge of all existing and new process and procedures
- Achieve assigned Key Performance Indicators e.g. Average Handle Time, FRT, Quality, CSAT & DSAT
- Attend Team Meetings/additional training sessions as scheduled
- Performs other duties as assigned

Critical Skills:-





- Excellent written communication skills - ability to write accurately, using proper grammar, and sentence structure.
- Ability to show high emotional intelligence by remaining calm under pressure while solving the players concerns
- Ability to use information provided by clients to tailor responses and actions to meet the clients specific needs
- Have a personal interest in MMORPG and related communities
- Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
- Ability to work in a rapid-paced, hectic, changing environment
- Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
- Have a basic understanding of Web3 platforms and Blockchain
- Ability to operate personal computer and CRM tools
- Ability to adhere to all organizational policies and procedures
- Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays
- Ability to perform basic mathematical functions
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Educational/Work Experience and Requirements

- Must have minimum 3-6 months experience in customer support
- Must successfully pass a background check
- High school diploma or equivalent required
- Post secondary degree is a plus

Benefits:-

- An attractive compensation package with performance-based incentives
- Incredible learning and growth opportunities
- Outstanding rewards and recognition program & employee engagement activities
- Free Food and Transport while working on-site

📌 Urgent Hiring | International Voice Process (Bengaluru)
🏢 IntouchCX
📍 Bengaluru