Customer Support (Games) Full Time

Customer Support · Bangalore, Karnataka

PopReach is a free-to-play game publisher engaged in acquiring and optimizing proven, profitable games and game franchises. With over 140 smart and creative professionals at studios in Vancouver, Toronto, London, and Bangalore, we are 100% focused on making great games and apps available for download on your phone, tablet, or desktop.

Founded in 2015 by some of the most successful individuals in the mobile games business, PopReach is looking for people who know what it takes to exceed in that environment: determination, self-directedness, creative problem-solving, and an A+ team player.

Responsibilities:

• Work closely with the developers and QA and learn the product inside out in order to pass on accurate information to the customers.
• Connect with the users to gather feedback and direct their needs to the appropriate department.
• Use superior judgment and be diplomatic when communicating with customers about potentially controversial issues.
• Reports of game defects to be tracked and forwarded to the respective team in a timely manner.
• Appropriately escalate issues, opportunities and other insights to management and executive levels.
• Stay up to date on new social media tools, best practices and keep track of how other companies are effectively utilizing them, so the company can successfully implement and continue to be an early adopter of innovative technologies.
• Engaging and communicating with players to gather positive and opportunistic feedback via all Social Media channels. Prioritizing and scheduling announcements, promotions, events and contests. Addressing community concerns and questions publicly in a composed manner.
• Should be self-motivated to address all player concerns and to resolve their issues on top priority.

Requirements:

• Game player, ideally with interest in Social Games.
• Ability and patience to respond to all customer queries.
• Excellent verbal and written communication skills.
• Awareness of Social Media and Community Management.
• Develop and expand community outreach efforts.
• Ability to empathize with the needs of game players.
• Ability to translate the qualitative player feedback data into actionable recommendations.
• Ability to identify and escalate customer issues as needed and follow up accordingly.
• Strong desire to deliver quality customer service in a professional and personable manner.
• Experience of similar customer support functions is desirable but not essential.