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 recent 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

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