Customer Experience Specialist

| Austin
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The fastest-growing High School and College sport in America isn’t basketball or football—it’s esports—and PlayVS is the official platform for High School and Collegiate esports. We offer an incredible, full-stack esport platform—game integrations, team building tools, leagues, tournaments, and schedules—and our software products tie everything together into a cohesive experience.


About the role:

The Customer Experience Specialist will be responsible for supporting PlayVS match day operations, resolving open tickets on product support, and maintaining excellent user satisfaction. The Specialist will report directly to the Head of Customer Experience and will work with a team of Customer Experience League Officials. Candidates must be familiar with Google Suite and must have excellent computer skills. Additionally, candidates must work well in a collaborative environment.

 

Here's what you'll get to do

* Resolve Match Day tickets, recommend appropriate articles and resources, and provide 1:1 support via email, chat and phone

* Identify user needs and suggest solutions

* Manage a large amount of incoming calls

* Build sustainable relationships of trust through open and interactive communication

* Provide accurate, valid and complete information by following match day protocols

* Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

* Follow internal communication procedures, guidelines and policies

* Resolve customer complaints via phone, email, or chat

* Proactively call customers when necessary

* Answer questions about rules, billing, or other user needs

* Report bugs or feature issues through the proper channels

* May assist with player/school signup and onboarding


Here's what we're looking for:

*Strong web chat and email support skills

*Excellent written communication and grammar

*Ability to communicate clearly and effectively in-person, over the phone, and digitally through email or chat

* Ability to multi-task, prioritize and manage time effectively

* Ability to maintain accuracy in fast-paced work environments

* Experience showing patience and resilience when faced with unhappy users

* Strong organizational skills


Bonus:

* Willing to work early or late shifts

* Familiar with League of Legends, Rocket League, and/or SMITE

* Experience with tournament organization

* Background in gaming, education, technical support, or sales

* Experience with tools including Zendesk, Intercom, Slack, Jira, Trello, etc

PlayVS is an equal opportunity employer and is proud to be a majority minority company. We provide equal employment opportunities and are committed to maintaining an inclusive environment for our customers, employees, and applicants. We prohibit discrimination and harassment of any type regardless of race, color, religion, age, sex (including pregnancy and gender identity), national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, parental status, or any other characteristic protected by federal, state or local laws. 


If you have a disability or special need that requires an accommodation, please contact us at [email protected]

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