What are the responsibilities and job description for the Customer Support Representative II position at SciPlay?
Position Summary
SciPlay is a leading developer and publisher of digital games on mobile and web platforms, providing highly entertaining free-to-play games that millions of people play every day for their authenticity, engagement and fun.
SciPlay currently offers nine core games, including social casino games Jackpot Party Casino, Gold Fish Casino Slots, Hot Shot Casino and Quick Hit Slots, and casual games MONOPOLY Slots, Bingo Showdown, 88 Fortunes Slots, Backgammon Live, and Solitaire Daily Break with offices all over the world!
About the Role
Job Summary:
The Customer Service Representative will provide support to improve customer experience, document and track user reported issues, and improve general user sentiment. The Customer Service Representative will perform a variety of daily tasks within a structured support system to best serve a variety of customer values and needs.
The Customer Service Representative will provide support to improve customer experience, document and track user reported issues, and improve general user sentiment. The Customer Service Representative will perform a variety of daily tasks within a structured support system to best serve a variety of customer values and needs.
Essential Job Functions:
- Read, review, respond, and document user reports, reviews, and support tickets regarding all social casinos related questions and concerns via Zendesk support system, Google Play Store, Facebook Communities, iTunes Marketplace, and other means of communication
- Dutifully and regularly perform responsibilities with autonomy when manager unavailable
- Adapt to customer needs to provide top quality support for both technical and non-technical issues
- Work with Support Manager to outline useful tools and procedures such as: automatically generated responses, guided instructions, and detailed outlines for handling a varying degree of common customer issues in a large volume
- Moderate and direct customer accounts when taking care of our entire customers population.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Perform detailed inquiries and summaries of user narrations for Quality Assurance review
- Work with Support Manager to develop standardized and improved responses and templates to common customer inquiries.
- Maintain minimum user satisfaction rating of 80%
- Individually respond to 1000 inquiries per month
- Utilize and understand technical features of Zendesk support system
- Research and review competitor services for methods of improvement
- Moderate and address concerns on social media
Qualifications
Education: High School Degree
Preferred Experience: At least 3 years of customer service or related experience
Knowledge, Skills & Abilities
- Strong verbal and written communication skills.
- Has knowledge of concepts, practices, and procedures about technical and customer support and troubleshooting software and operating systems.
- Resolving conflicts and interpersonal skills
- Quality focus
- Working knowledge of Microsoft office products
- Product & market knowledge, a willingness to expand one's knowledge by learning game-specific issues and potential fixes for an extensive library of existing products.
- The ability to explain complex technical terms in the simplest form to assist customers with questions/troubleshooting in areas in which they may not be familiar.
- Basic web and server coding preferred but not required
- Casino/ slot gaming experience and expertise
Education:
- Bachelor’s Degree in Information Systems, Computer Science, Statistics, Mathematics or Economics
- 5 years of professional experience in analytics, statistics or engineering
Knowledge, Skills, Abilities:
- SQL/HQL/MySQL
- Tableau
- Understanding of relational databases
- Excel
- Other statistical analysis tools a plus (e.g. Minitab, SAS, R, etc.)
- Presenting data in a group setting
- Clear and effective communication of complex ideas and analysis
- Ability to work with little direction, self-directed
- General understanding of programming concepts and methodology a plus
- Agile/Scrum software development experience is a plus
- Critical thinking and creative problem solving
We are SciPlay! We make games!
At SciPlay, we are programmed to think untraditionally, and we believe in doing what you love and doing it well. We take pride in our ability to stay ahead of the game! We are the brainiacs behind-the-scenes; innovating, dreaming, and navigating the social gaming world. Together, if we stay passionate and ambitious with our goals, no one can stop us from becoming the #1 social and casual gaming company.
A few of our highlighted perks and benefits:
- Competitive salaries
- Annual bonuses, matching 401k
- Hybrid work model (3 days in office)
- Fun environment: Open Office Concept with Ergonomic Seating and Standing Desks. Game Room featuring current generation consoles, numerous game titles, and various table games.
- Food! Fully Stocked Kitchen with Beverages and Snacks, as well as company-paid lunches 2x/week
- Paid Family Leave
- Paid Volunteer Time
- Annual 2-night company retreat
Read More About Our Values Here:
https://www.sciplay.com/life-at-sciplay
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At SciPlay we are dedicated to building a diverse, inclusive, and authentic workplace. Both professionally and personally, we believe our differences are key to unlocking our superpowers. So, if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles we have! #beYOU
SciPlay is a wholly-owned subsidiary of Light & Wonder, Inc. At Light & Wonder, it’s all about the games! Learn more at
www.lnw.com
.#LI-TD1 #LI-onsite
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