This is a client-facing position, and the candidate will report to one of the client managers directly. The following is the job description and required skill information:

The CS Ops Support job will serve as a subject matter expert and liaison for ticket takers on any emerging issues or types of contacts for CS. As a subject matter expert, the candidate will be expected to use their knowledge and expertise to provide help to agents through various channels. (Inquiries from KB and Slack). In coordination with the CS Ops team, spread information to a wide audience of players through the creation of public-facing content, including self-help articles, and in sending mass email responses to player tickets.

CS Ops Support candidate must have excellent judgement and communication skills, as well as a thorough understanding of product tactics such as sales, events, economy, and game design (post training). Technical writing abilities are critical in ensuring that information is conveyed with outstanding clarity as a major hub of communication.

What you'll be doing:

- Serve as a CS liaison for ticket takers on any emerging issues/contact types to CS

- Draft public-facing content (self-help articles, issue-based communications, etc.)

- Respond to game support KB inquiries and slack in a timely manner

- Actively monitor all customer contact points, queues, and service levels (identify any flares)

- Ensure that product issues are documented in JIRA tool with all details and repro steps

- Draft KB articles relevant to CS ticket takers related to processes, emerging issues, etc.

- Provide recommendations on behalf of CS for the resolution of any live game issues

- Seek out issue trends and communicate them to client team.

Skills we're looking for :

- Excellent written English communication skills. We Will need to be able to relay relevant information quickly to other teams

- Prior experience in client interactions. The CS Ops support agent will need to actively participate in conversations with the Client CS Ops team via slack or calls.

Critical thinking skills. - How will what I do impact the business, the player, and the player base as a whole?

- Organizational skills, detail-oriented problem-solving approach, and adaptability to change

- Understanding of game economies and how to determine appropriate compensation levels

- Quick learner with strong comprehension abilities in terms of a thorough understanding of all client products (the more game knowledge, the better) so that inquiries may be answered promptly.

- Strong analytical and technical troubleshooting skills

- Flexible and ready to work in US time zone (PDT) shifts

Bonus points :

- Computer engineering background

- Knowledge of or experience with JavaScript, PHP, SQL, python, or LUA

Please Contact CHAMPAK- 9513212917 or send your updated resume 

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