Customer Experience Specialist

3 weeks ago

Manila, Philippines MyPrize Full time

Overview

MyPrize is an all-new online casino enabling novel multiplayer experiences. MyPrize offers a unique platform where users can play directly alongside their favorite creators and friends, allowing them to play with broader communities for the first time. MyPrize transcends boundaries, and gives players and fans what they have been desperately craving: a unified open platform that combines the best of both online gaming and streaming.

MyPrize is seeking a Customer Experience Specialist to join its engineering team as a contractor. This is an exciting opportunity to join a fast growing team where you will be focused on building frontend services powering features that scale to large numbers of active users.

Location: Manila, National Capital Region, Philippines

Role: Customer Experience Specialist

Responsibilities
  • Ticket Management and Resolution: Demonstrate exceptional problem-solving skills by effectively managing and resolving user support tickets across various complexity levels. This includes conducting thorough initial investigations, diagnosing technical issues, and providing clear, concise solutions that address user concerns and enhance overall customer satisfaction.
  • Technical Troubleshooting: Perform detailed technical support by guiding users through step-by-step troubleshooting processes, ranging from basic technical challenges to more intricate system-related problems. Develop a comprehensive understanding of our product ecosystem to provide accurate and efficient support solutions.
  • Live Chat Support: Engage directly with customers through live chat platforms, delivering real-time assistance with professionalism, empathy, and technical expertise. Maintain a responsive and helpful demeanor while quickly addressing user inquiries and escalating complex issues to appropriate team members.
  • Chat Moderation: Monitor and moderate online community channels to ensure a positive, respectful, and constructive environment. Implement community guidelines, address inappropriate behavior, and foster a welcoming space for user interaction while maintaining a neutral and professional approach.
  • Documentation and Knowledge Base Contribution: Accurately document all support interactions, ticket resolutions, and common troubleshooting methods. Help maintain and update the internal knowledge base to improve team efficiency and provide consistent support across all customer touchpoints.
  • Customer Experience Enhancement: Actively seek opportunities to improve overall customer experience by providing actionable feedback to product and development teams based on recurring user issues and support trends.
  • Communication Skills: Communicate complex technical information in clear, accessible language across diverse communication channels, ensuring users of all technical backgrounds can understand and implement solutions effectively.
Qualifications and What You Bring
  • Strong technical aptitude
  • Excellent written and verbal communication skills
  • Ability to multitask in a fast-paced environment
  • Patience and empathy in customer interactions
Details
  • Seniority level: Associate
  • Employment type: Contract
  • Job function: Customer Service
  • Industries: Gambling Facilities and Casinos
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