Customer Support Agent

Description
About Tripledot Studios
Tripledot Studios was founded by a team of industry veterans from some of the biggest names in mobile games such as King, Peak Games, Facebook, and Product Madness.

• Tripledot won Tech Growth Business of the Year 2021!
• The Financial Times awarded Tripledot the Fastest Growing Business in Europe in 2022
• PocketGamer just awarded us Best Mobile Developer 2023

We are a rapidly growing mobile games studio, offering a great environment to attract the top talent. Our mission is to bring the knowledge and experience of a chart-topping mobile games company into a close-knit, collaborative environment.
Our guiding principle as a team is that when people love what they do, what they do will be loved by others. The studio is filled with people who love taking things apart and figuring out how they work. We enjoy problem-solving and most importantly, we LOVE making games!
About Live Play Mobile
Live Play Mobile is disrupting social gaming with a new type of mobile experience. With global operations in London, San Francisco, Los Angeles and Ukraine.
Having recently joined forces with Tripledot Studios, Live Play Mobile is disrupting social gaming with a new type of mobile experience. Following Tripledot’s recent valuation at $1.4B, Live Play Mobile is excited to join them in the next stage of growth, something that YOU can be part of!
Sitting at the intersection between gaming and television, we aim to enrich our players’ lives with real human interaction as the frontrunner of live hosted gaming on mobile, bringing world class broadcast entertainment to the palm of your hand, 24/7.
About the Role
We are looking for a Customer Support Agent to assist our players with technical problems, concerns, or questions they might have when playing our game. Customer Support Agent responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who can earn our clients trust. You should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
What youll be doing...

• Respond to customer queries in a timely and accurate way using email and in-game chat.
• Monitor the game chat for potential violations and take necessary actions towards players who are violating the rules.
• Collect data about spotted issues/bugs and pass it on to the development team.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share it with our team.

Who you are...

• Experience as a Customer Support Specialist or similar CS role.
• Familiarity with the gaming industry is a plus.
• Experience in Zendesk is a plus.
• Understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Advanced English (both written and spoken).
• Multi-tasking abilities.
• Patience when handling tough cases.
• Willing to work on a US prime timezone which would be on Wed - Sun, 10 AM - 6 PM PST or Wed - Sun, 1 AM - 9 AM Jakarta time.

What does working at Tripledot mean for you?

• Competitive Salary
• 12 days holiday (after 1 years service allowance increases by 12 days to a total of 24 days) plus Public Holidays in Jakarta
• Regular company events and rewards
• Breakfast & Lunch for employees who work in the office
• Health Insurance
• BPJS KETENAGAKERJAAN - Old-age Security, Pension Security, Employment Injury Security, Death Security
• BPJS KESEHATAN - covers health problems, including inpatient, outpatient, and glasses.
• Employee Assistance Program
• Festive Allowance

About Tripledot Studios We are Tripledot Studios, a fast-growing studio, lead by a team of industry veterans from some of the biggest names in mobile games. Our mission is to bring the knowledge and experience of a chart-topping mobile games company into a close-knit, collaborative environment. Our teams drive projects together from conception to launch in an indie-style process combining creativity and data to make games that can be enjoyed by everyone. We are guided by the belief that when we love what we do!

The Tripledot team is made up of incredible people with experience at some of the biggest companies in gaming. We are serial creators, always working on one pet project or another, and collaborate closely to bring those projects to life. Here at Tripledot Studios, we are building the Apollo program of games, finding the best of the best and empowering them to do what they do best. That’s the only way you reach the stars.

We embrace diversity, equity and inclusion, and we believe that our differences are our greatest strength. We work hard, but we also value work-life balance and prioritise the well-being of our Tripledotters.