Customer Support Specialist - 6 months FTC
Craft:Customer & Game Support
We are looking for an experienced and motivated Studio Support Specialist to work in our Operational Support team and serve as a liaison between First Line, other teams within Player Support and within King.
Your role within our Kingdom
You will build relationships with our internal customers and through these you will work to maintain a high quality communication flow and contribute to the quick resolution of customers issues focusing on high customer satisfaction.
Handling a wide variety of queries on player accounts, games, player promotions etc. across all King products
Uni/multi- point coordination with internal and external clients to resolve escalations from 1st line in regards to Games, Promotional or Payments issues of our players
Researching and accumulating accurate information/ cause of instance
Backend processing of online withdrawals/refunds and resolving issues for global and localized payment providers (ranging from Credit cards, to SMS, to IVR to prepaid cards)
Forwarding required and precise information to further points of escalation across the business to drive resolution and optimise the player experience
Investigating, identifying and providing timely solutions to all technical issues through escalation/collaboration with studio's
Receiving/interpreting information from external teams and sharing the information to internal teams in an understandable format
Building and maintaining relationships with Studios and key stakeholders within the business
Creating, maintaining, and managing training materials for assigned games
Conduct and facilitate training sessions covering gameplay, processes, live ops and game features
Constantly revise and reassess training materials and amend them based on game changes and new feature releases
Identify and develop training to address key gaps in Player Relations
To maintain high levels of productivity and quality standards following set guidelines
To adhere to standard operating practices and follow compliance guidelines
To contribute to process improvement
To keep yourself up to date and consistent in terms of process knowledge
To maintain high levels of engagement
Perform Analysis and regular Reporting to drive improvements, efficiencies and maximise our players enjoyment of our games
Deliver on such other duties that employees supervisor may designate to the employee from time to time
Skills to create thrills
Knowledge of English language to a business or professional level
Excellent communication and interpersonal skills
Passion for games and inquisitive nature
Strong logical & reasoning skills with an analytical approach
Strong technical ability to understand utility of various hardware and software components of computers. Relevant university degree or previous related experience.
The ability to perform well in a demanding environment
Outstanding attention to detail
Experience working with Jira and Zendesk
Tasty bonus skills
Knowledge of a second language to a business or professional level
King is a leading interactive entertainment company for the mobile world, with people all around the world playing one or more of our games, including franchises such as Candy Crush, Farm Heroes, Pet Rescue and Bubble Witch.
We have 249 million monthly active users as of fourth quarter 2019 across web, social and mobile platforms. King was acquired by Activision Blizzard Inc. (Nasdaq ATVI) in February 2016 and operates as an independent unit of the
A Great Saga Needs All Sorts of Heroes
Making games is fun. Especially when you do it with people who share the same idea of what makes a good workplace great. We design games for everyone, no matter where they are or who they are, and we employ all sorts of people from all kinds of backgrounds to bring them to life. Truth is, we simply cannot expect diversity in our players and originality in our games without first nurturing it in our people. A great saga needs all sorts of heroes.
Making the World Playful
Making the World Playful is what inspires us to create new experiences and raise the bar. It’s what makes King a place where we can all dream bigger, continue to add innovation to our games, broadening the portfolio and exploring new territories in mid- core and casual. We take the art and science of gaming to the next level through our curiosity for the unexplored, passion for games, respect for each other and love for our players – and we’re not afraid to have fun along the way. In fact, together with our parent company Activision Blizzard and experts around the world, we believe having fun is good for you. There has never been a better time to join us. We're dreaming bigger and see a world of possibilities ahead. If you share our passion, our values, and our hunger to shape the future, join us in Making the World Playful!
Applications needs to be in English.
Discover King at careers.king.com
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