Customer Support Agent - Overnight

  • Las Vegas, NV
  • Full Time
  • Entry Level

Customer Support Associate

Winner Winner is a mobile game app that enables users from anywhere to play real, live-streaming arcade games for real prizes.  Whether it is winning a coveted plushy or saving up tickets to trade in for larger prizes in the Winner’s Circle, Winner Winner provides a true arcade experience with just a few taps on your phone, no matter your location.

 

It’s an extremely exciting time to be joining the team.  We launched on iOS and Android in early 2020 and are growing quickly.  With that comes great growth potential and have intense creative input from day one.    Our transparent company holds among its principal values being a great place to work,  and we do this by being transparent with one another from the top down, setting and achieving our goals, providing a great experience for our users, and by having a ton of fun doing it! 

 

About the Role

We are looking for a Customer Service Agent to join our support operation and report to the Player Support Manager.  This person will be responsible for engaging with our users and helping to solve problems, answer questions or serve as a resource for anyone who may need help or insight.  You will serve as the voice of the customer for the organization, relaying feedback, critique, and will leverage feedback to help iterate on both the game-play and support experience every Winner Winner user receives.  We are currently hiring for an overnight (10p-6a) shift working Friday - Tuesday.

A few things you’ll handle include:

  • Handle inbound/outbound support tickets via Zendesk
  • Assist in servicing player accounts with token adjustments, prize adjustments, etc
  • Process prize shipment requests
  • Assist in servicing game machines (restocking, camera correction, etc)
  • Assist in social media monitoring for support
  • Assist in App Store/other review outlet monitoring and responses
  • Collaborate with marketing, product and dev and to drive a better game play experience

Who We’re Looking For

  • Strong written and oral communication skills with a personable, patient demeanor
  • Strong and intuitive computer skills; our system requires multitasking between a few different platforms with speed and efficiency. 50 wpm minimum.
  • Legitimate ability to multi-task is required; we navigate multiple screens and systems on each contact and speed and proficiency is a must
  • A genuine love for all things gaming. To communicate with our customers well, you must understand their perspective. Providing great experiences starts with understanding the underlying emotion felt by our players
  • Willingness to adapt to new technology and new systems/platforms. As a growing company, we’re constantly analyzing our operations and looking for ways to improve our service.  We need a team player who is flexible and ready for change on a moment’s notice

What You’ll Get

  • A great environment - Game-loving and equipped with ping pong, foosball and arcade machines, of course!
  • Competitive pay
  • Creative input from day 1 and unlimited growth potential
  • Full time benefits plan, including medical/dental/vision and paid time off
  • Stocked kitchen & team outings
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