Client Engagement Specialist
1 week ago
Customer Experience Specialist
Location: Remote / Sales & Customer Success - Customer Support / Full Time
PlayVS is at the forefront of the rapidly expanding esports sector, providing a comprehensive platform for high school and collegiate esports. Our suite of software solutions integrates game functionalities, team management tools, leagues, tournaments, and schedules into a seamless user experience.
The Customer Experience Specialist will play a crucial role in facilitating PlayVS match day operations, addressing product support inquiries, and ensuring high levels of user satisfaction.
Key Responsibilities:
- Address match day support tickets, recommend relevant resources, and deliver personalized assistance through various communication channels.
- Identify user requirements and propose effective solutions.
- Manage a significant volume of incoming inquiries.
- Establish and nurture trustworthy relationships through transparent and engaging communication.
- Provide accurate and comprehensive information by adhering to established match day protocols.
- Handle user complaints, offering suitable solutions and alternatives while ensuring timely follow-up for resolution.
- Comply with internal communication procedures, guidelines, and policies.
- Resolve customer issues via phone, email, or chat.
- Proactively reach out to customers when necessary.
- Answer inquiries regarding rules, billing, or other user-related concerns.
- Report software bugs or feature requests through the designated channels.
- Assist with user onboarding and registration processes as needed.
Qualifications:
- Exceptional phone support abilities and active listening skills.
- Clear and effective communication skills in-person, over the phone, and through digital platforms.
- Strong multitasking, prioritization, and time management capabilities.
- Attention to detail and accuracy in a dynamic work environment.
- Demonstrated patience and resilience when interacting with dissatisfied users.
- Excellent organizational skills.
Preferred Qualifications:
- Flexibility to work early or late shifts.
- Familiarity with popular games such as League of Legends, Rocket League, and/or SMITE.
- Experience in organizing tournaments.
- Background in gaming, education, technical support, or sales.
- Proficiency with tools such as Zendesk, Intercom, Slack, Jira, Trello, etc.
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