Consultant - Player Experience

Role

• Manage a high volume of inbound email support tickets related to a wide range of player issues, including technical bugs, billing questions, account-related problems, and in-game queries.
• Monitor and respond to player reviews on app store platforms (e.g., Google Play, Apple App Store), maintaining a positive and professional brand image.
• Provide accurate, concise, and timely resolutions to player issues, ensuring a high level of customer satisfaction.
• Clearly and professionally communicate complex information to players in an easy-to-understand manner.
• Escalate complex or unresolved issues to senior support staff as needed, providing comprehensive documentation and context.
• Identify and report recurring issues, bugs, and player feedback to help improve our games and support processes.
• Maintain accurate records of all customer interactions and solutions within our support platform (e.g., Zendesk)

Must Have

• 0-2 years of experience in a customer support role, preferably in a high-volume email-based environment.
• Exceptional written communication skills with a strong command of grammar, spelling, and punctuation.
• A high degree of empathy and a genuine desire to help players.
• Strong analytical and problem-solving skills with the ability to troubleshoot issues effectively.
• Experience with customer support software (e.g., Zendesk).
• Ability to work independently in a fast-paced, dynamic environment.

Good to have

• Experience within the mobile gaming or technology industry.
• Experience with managing and responding to public reviews on Google Play Console and Apple App Store Connect.
• Proven passion for video games and an understanding of the gaming community.
• Familiarity with iOS and Android operating systems.
• Experience using internal tools for account management and data retrieval.