Customer Support Specialist

hace 1 semana

Desde casa, México Pearl Abyss America A tiempo completo

**Pearl Abyss America, Inc**. - the team behind **Black Desert** and the upcoming titles **DokeV** and **Crimson Desert** - is seeking a high-performing, creative, results-oriented and quality-obsessed **Customer Support Specialist** to help accelerate our gaming reach to millions of Black Desert players in South America.

The video games industry is transforming how players are entertained, communicate with each other, and interact online and on their digital devices. Our company needs a **Customer Support Specialist** who loves videogames and has an entrepreneurial spirit with relentless tenacity to get things done.

You genuinely love videogames, the game players, their communities and their passion for games and facilitate to help them improve the game live-service quality. You will actively interact with the players both in the game and in the community - working closely with other team members in the live operations.

**LOCATION: Brazil or Mexico** (Remote)

**JOB TYPE**: Contract (8 to 12 months)

**RESPONSIBILITIES**
- Ensure all inbound player inquiries are handled in time of our Service Level Agreement (SLA)
- Maintain solid player relationships by handling questions and concerns with speed and friendliness.
- Follow up with customers to ensure technical issues have been resolved.
- Identify and escalate (real-time) incidents within the games or the community.
- Contribute to issue deflection initiatives such as self-help tools to improve player experience.
- Actively engaging with players in game-chat while maintaining a friendly environment (moderation).
- Analyze, confirm and report malfunctions within the games or on the platform.
- Weekly Reporting on user pain, feedback and operational incidents.
- Assist with South American Localization and participating with Community Events such as our Live Operations Events.

**MINIMUM QUALIFICATIONS**
- Bilingual proficiency in Spanish/Portuguese and English
- High School Degree or above
- 1+ Years’ experience working in a customer service, community management or related field
- Strong customer service ethic and great interpersonal communication skills
- Creativity, curiosity, and a willingness to learn and grow
- Ability to work well in a team
- Good writing skills
- Strong communication skills and the ability to adapt quickly
- Passion for video games and must have a certain understanding of mobile games
- Cheerful personality and be responsible at work
- Experience in customer service in the gaming industry a big plus

**PREFERRED QUALIFICATIONS**
- Avid Black Desert Online player
- Experience in assisting the shipping or managing support for at least one game / software product
- Experience working in the gaming, entertainment or tech industry a plus
- Strong familiarity with the game you will be supporting
- Ability to self-motivate and keep the project moving, especially when working solo
- Organized, dependable, knowledgeable and detail oriented
- May require evening and weekend hours.
- Experience with analytics tools -- such as Google Analytics, Tableau, SQL

**Job Type**: Contract
Contract length: 8 months

**Language**:

- English (required)
- Portuguese (preferred)
- Spanish (preferred)

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