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Customer Experience Specialist

4 months ago

Austin, United States PlayVS Full time

**Customer Experience Specialist**

Austin, Texas / Sales & Customer Success Customer Support / Full Time The fastest-growing High School and College sport in America isnt basketball or footballits esportsand PlayVS is the official platform for High School and Collegiate esports. We offer an incredible, full-stack esport platformgame integrations, team building tools, leagues, tournaments, and schedulesand our software products tie everything together into a cohesive experience.

The League Support Specialist will be responsible for supporting PlayVS match day operations, resolving open tickets on product support, and maintaining excellent user satisfaction.

A League Support Specialist will report directly to the Head of Customer Experience and will work with a team of Customer Experience League Officials. Candidates must be familiar with Google Suite and must have excellent computer skills. Additionally, candidates must work well in a collaborative environment. This position is on-site at the PlayVS office in Santa Monica, California.

**Here's what you'll get to do:** * Resolve Match Day tickets, recommend appropriate articles and resources, and provide 1:1 support via email, chat and phone * Identify user needs and suggest solutions * Manage a large amount of incoming calls * Build sustainable relationships of trust through open and interactive communication * Provide accurate, valid and complete information by following match day protocols * Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution * Follow internal communication procedures, guidelines and policies * Resolve customer complaints via phone, email, or chat * Proactively call customers when necessary * Answer questions about rules, billing, or other user needs * Report bugs or feature issues through the proper channels * May assist with player/school signup and onboarding

**Here's what we're looking for:** * Strong phone support skills and active listening * Ability to communicate clearly and effectively in-person, over the phone, and digitally through email or chat * Ability to multi-task, prioritize and manage time effectively * Ability to maintain accuracy in fast-paced work environments * Experience showing patience and resilience when faced with unhappy users * Strong organizational skills

**Bonus:** * Willing to work early or late shifts * Familiar with League of Legends, Rocket League, and/or SMITE * Experience with tournament organization * Background in gaming, education, technical support, or sales * Experience with tools including Zendesk, Intercom, Slack, Jira, Trello, etc