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 recent skills and quickly absorb and interpret recent 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

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 response

📌 Urgent Hiring International Voice Process Bengaluru
🏢 IntouchCX
📍 Bengaluru