Date: 28 Aug 2024 Location: Lisbon, PT Company: Miniclip Job Description Delivering value-driven customer service and a better game experience to our players is very important for the Miniclip Player Experience team. Miniclip is looking for a Customer Support Representative to join the team who would help to handle feedback and complaints, find trends, try to identify the root cause behind the contact and take adequate actions in order to keep our players happy and engaged. You would mostly work with our biggest games (8 Ball Pool, Disc Pool Carrom, Ultimate Golf, Mini Football, Golf Battle, Online Soccer Manager, Ping Pong Fury) and/or upcoming games. What will you be doing at Miniclip? As the first point of contact for inquiries from our customers, your primary responsibilities will include: Reviewing incoming questions and feedback about accounts, purchases, game and technical issues;Organising, tagging and/or answering tickets based on the defined protocol via our support tool;Detecting trends in inquiries and analysing the reason behind the complaint;Ensuring that the information shared with players is up-to-date and correct;Reporting technical issues, bugs and feedback to relevant teams (Production, Art, Marketing etc.);Suggesting ideas for improving player experience and our processes. What are we looking for? We're looking for a hard-working, team-oriented candidate who is passionate about providing support to our users. The ideal candidate has: A proven track record of providing value-driven customer service in the Technology industry (2+ years of experience);The ability to work under pressure in a fast-paced, agile environment;Excellent attention to detail and ability to follow strict procedures even with repetitive tasks;A customer-oriented mindset and ability to adapt and deal with different customers from various cultures;Knowledge of customer service related software and ticketing systems;Ability to prioritise and manage time effectively;Excellent communication skills, including fluent written and spoken English. The following skills are desirable but not essential:Experience in the gaming industry;Knowledge of mobile gaming trends and of the mobile market in general;Knowledge in GDPR and global movements on privacy and security;Knowledge in Customer Experience concept;Experience in Programming, Statistics and/or Project Management. About Miniclip Miniclip is a global leader in digital games and one of the world's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 400 million monthly and 70 million daily active users across mobile, social, and online platforms. Operating in 10 countries, Miniclip develops and launches games in multiple categories across its 17 studios. Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the digital games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally. To date, Miniclip's studios and companies, which have generated more than 8 billion downloads, include the following digital games: 8 Ball Pool, Subway Surfers, Golf Battle, Football Strike, Carrom Pool, OSM - Online Soccer Manager, Football Rivals, Pure Sniper, Puzzle Page, Head Ball 2, Motorsport Manager, Darts of Fury, Ultimate Golf, Mini Football, Triple Match 3D and Agar.io. For more information, visit https://miniclip.com/
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