Player Support Shift Lead (Internal Recruitment)

Keywords Studios
Ireland
October 07, 2023
Contact:N/A
Offerd Salary:Negotiation
Location:N/A
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
Create An Impressive Resume
Apply now Add to favorites Complain this post Share this post

Under the supervision of the Team Lead, the Senior Agent / Shift Lead will supervise and advise about more complex aspects of the customer support agent role. The Senior Agent / Shift Lead will act as an intermediary during communications between agents and their hierarchic superiors. The Senior Agent / Shift Lead is an expert in customer support and is autonomous in its work. When the workload requires it, the Team Lead can rely on the Senior Agent / Shift Lead to assist in different management tasks such as revision, validation, and internal communications and also team planning.

Requirements

Duties and Responsibilities:

  • To be involved in establishing the proper documentation for agents' training
  • To communicate best practices to customer support agents
  • To assist the Team Lead in new customer support agents training
  • To offer mentoring to agents that are less familiar with a project/team
  • To help integrate new agents on a project
  • To assist the Team Lead in a wide range of administrative tasks when required
  • Submitting quality control reports
  • Creating customer support reports
  • Assisting agents setting-up their workstation
  • To support clients' relations when required;
  • To lead discussions on improving the service and the team wellness;
  • To act as a filter and coordinate small requests;
  • To answer small requests form customer support agents

    • Technical Skills

  • Good knowledge of the MS Office Suite;

    • Behavioral Skills:

  • Excellent proficiency in their first language (oral and written);
  • Really good proficiency of English language
  • Excellent communications skills;
  • Ability to easily adapt in a constant evolution environment;
  • High autonomy;
  • Attention to details;
  • Good time management skills;
  • Easy to approach and sociable;
  • Proactive and able to manage priorities;
  • Strong interpersonal skills.

    • Work Experience:

  • Experience in a customer support environment;
  • Basic informatics skills;
  • Passion for customer support;
  • Knowledge of the video game business

    • From this employer

    Recent blogs

    Recent news

    Job Seeker
    Job Employer Blog News Resume Subscribe
    Employer
    Post a job Post blog Post news Content Marketing
    Info
    About us Terms & Conditions Privacy Policy Contact us

    This site uses cookies to deliver our services and to show you relevant ads and job listings. By using our site, you acknowledge that you have read and understand our Privacy Policy, and our Terms and Conditions. Your use of TopGameBuilder’s Products and Services, is subject to these policies and terms.
    If you do not use the cookie, some functions may not work properly.

    OK Close