Junior Technical Player Support Agent

Want to be part of something new and exciting?

As a Technical Player Support Agent, you will support the team and serve as the point of contact between the client facing and technology teams. To be successful in this role, you will bring with you experience with Tier 2 escalation issues and the ongoing daily support of Tier 1 team members across multiple apps.

On our Player Experience team, you will have a unique opportunity to learn about our games, use a wide variety of tools, and hone your customer service skills! We are researchers, educators, troubleshooters, and problem solvers who are involved in every aspect of the business.  As the first line of contact for the player, we represent the company and the games; as the direct conduit between the player and the company, we advocate for the player experience and give a voice to their concerns. You will be empowered to turn negatives into positives as you seek the best solution for our customers, both internal and external.

We have players playing our games around the clock, so we need to ensure they are able to reach one of our Agents at any given time.  In this role, you will need to be flexible working Sunday to Thursday after completing a 5-week training which will be conducted Monday to Friday. Our studio is a hybrid environment with one collaboration day in-office per week.

Your Mission

●      Responsible for tech-related escalated customer support inquiries

●      Document, investigate, triage, test and report to our international developer teams any system bugs and issues through JIRA

●      Update knowledgebase/documentation in Confluence

●      Identify opportunities for process and system improvements for internal team members as well as customers

●      Provide feedback to product team to improve systems and strive for positive enhancements to our features, products and apps for our customers

Your XP, Badges and Skill Tree

●      1-2+ years’ experience with a mix of customer and technical support in the webdomain utilizing structured tools and methodology

●      Experience with GSuite of Products (Docs, Sheets, Gmail, etc.)

●      Experience with Microsoft Office (Word, Excel, PowerPoint, and Outlook)

●      Ability to work with remote team members in various geographic locations

●      Excellent organizational, multi-tasking, and time-management skills

●      Interest about how games and systems work

●      Excellent written and verbal communication skills

●      Ability to interface with multiple teams and multiple levels of management

●      Must be able to work in our hybrid environment based out of our Seattle, WA office

Other Superpowers and Abilities

●      Bachelor’s degree preferred

●      Experience with ZenDesk or other game-based CRM systems

●      Experience with Atlassian products (JIRA, Confluence, etc.)

●      Experience with desktop and mobile operating systems (Apple MacOS, Microsoft

●      Windows, Google Android, Apple iOS, etc.)

The Payout

DoubleDown’s starting hourly range for this role is $20.67 – $26.44, plus short term incentives with the opportunity to grow up to $31.73 an hour.  Any final compensation will be offered in alignment with the position leveling and range, considering the candidate’s specific skills, qualifications & experiences. 

To top it off, you'll love our benefit package.

●      We offer medical, dental, vision, maternity/paternity leave, a monthly connected work benefit, group life insurance and AD&D, disability protection (short- and long-term), a 401(k) employer match and both traditional and Roth plans.

●      Every team member receives 15 days of vacation, 56 hours of sick time, 2 personal floating holidays, and 12 paid company holidays per year, prorated based on hire date.

●      With everything that’s going on in the world right now, we’ve got your back!

o   Our excellent Employee Assistance Program gives you access to 5 free counseling sessions per situation.

o   And finally, to give you peace of mind, ID & Legal Shield provide around the clock identity theft protection and legal support.

●      Do you have fur babies at home? We offer discounted access to pet insurance.

Combine all of this with our amazing work/life balance and you have the dream job!  If you want to learn more visit our site here.

Be a key player at DoubleDown!

We are a global gaming company that has distributed teams in the US, Asia & Europe.  Our Seattle office is the hub for all things Marketing and Business Operations!  As a leader in the social casino space, we are excited to explore beyond our social casino roots and focus on creating multiple, all-new casual and mid-core franchises.  Located in Seattle’s International District, we are known for our fun and collaborative culture, as we work to deliver exciting game experiences to all sorts of gamers.

The Landscape

We work in a hybrid environment based out of our Seattle, WA office, where teams are expected to collaborate in the office for a minimum of 1 day per week on Tuesdays.  In person collaboration is an important part of making awesome gaming experiences and we look forward to working together both virtually and in person! 

Rewards and Perks

Since our office transitioned to a hybrid work environment the cool things we do for employees look different.  Here is a glance at some of the fun things we do as a company!

●      Hungry? Throughout the year, anticipate snack boxes courtesy of SnackMagic!

●      Does your home “office” need some comfort?  Those who are local to Seattle can take advantage of our office chair lending program!

●      Still not comfortable?  Schedule a virtual visit from our team of ergonomics assessment professionals.

●      Want to see your coworker's faces outside of daily meetings?  We also host virtual company events!  Here is a snapshot of things we have done:

o   Pride Bingo

o   Wine Tasting & Trivia

o   Painting Class

o   Virtual Cooking Class

●      Giving back to the community is just as important as giving to our employees.  We have sponsored a company match for various organizations throughout the year.

Looking for another reason we're the best place in Seattle to work?  We're committed to our role as an Equal Opportunity Employer – we embrace a diverse mix of voices and create a positive environment where everyone belongs.  We don’t just accept differences - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our communities.  We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.  DoubleDown is committed to providing reasonable accommodation to individuals with physical and mental disabilities.  If you need help completing your application, let us know!  Email us at [email protected] and one of our awesome People Team members will get you everything you need.  We look forward to meeting you soon!

To be considered, you must be at least 18 years of age with the ability to successfully pass a security criminal background investigation.  You must be legally authorized to work in the United States without visa sponsorship as DoubleDown does not sponsor, renew, or extend immigration visas for this position.

This job description is intended to provide a general overview of the position and its responsibilities.  It is not exhaustive of all duties, tasks, and responsibilities required of the employee in this position.  DoubleDown reserves the right to modify the job description at any time, as business needs evolve, and additional responsibilities may be assigned as needed.