Spécialiste de l'Expérience Client

Mistplay•Montreal, QC

8d•Hybrid

About The Position

Mistplay is the #1 loyalty app for mobile gamers. Our community of millions of engaged mobile gamers come to Mistplay to discover new games to play and earn rewards. Gamers are rewarded for their time and money spent within the games and can redeem those rewards for gift cards. Mistplay is on a mission to be the best way to play mobile games for everyone everywhere! Join Mistplay's Support Team as our next Customer Support Specialist! Our main goal is to satisfy the needs and wants of our users, and we constantly strive to exceed their expectations. If you enjoy strategizing communication and engaging with people, then this is the job for you!

Requirements

1-3 years of experience in applications, mobile games, or similar support environments
Intuitive problem solving and interpreting data
Ability to use various tools and platforms in parallel confidently
Self-motivated autonomous, and able to meet deadlines
Effective people skills and empathy when dealing with others
Experience with technical writing and reporting
Proficient computer skills
Strong communication skills
High proficiency in written English
Skill with other languages such as French, German, Korean + Japanese are a plus
Experience with Zendesk or Amazon DynamoDB is an added advantage
Knowledge of application development is an added advantage

Nice To Haves

Skill with other languages such as French, German, Korean + Japanese are a plus
Experience with Zendesk or Amazon DynamoDB is an added advantage
Knowledge of application development is an added advantage

Responsibilities

Provide daily support to Mistplay’s users through an email ticketing system (Zendesk)
Provide personalized support to users while ensuring timely responses that align with our team’s target KPIs
Reply to Google Play Store reviews and social media comments to ensure user satisfaction and high ratings
Create weekly reports on tickets, reviews, and social sentiment from users
Troubleshoot technical issues and investigate player profiles with back-end tools
Stay up to date on our latest support procedures, dynamic issues, and product updates
Escalate newly reported issues and user feedback requests to the development team
Be able to solve 100+ tickets per day
Create and track technical bug reports regarding recurring issues
Act as a representative on specialized product projects and provide visibility to the Support Team
Be a strong player advocate