Customer Support Representative
DNXCORP
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇹 Malta
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provide prompt, courteous, and professional responses to client inquiries via email and chat
- Troubleshoot technical issues related to account management, billing, and site navigation
- Escalate complex issues to appropriate departments while ensuring timely resolution
- Enforce regulatory/compliance measures in relation to the industry and online sales
- Maintain detailed records of client interactions and resolutions in the support database
- Offer email and chat support to Content Providers, assisting with technical issues, profile management, and general site usage
- Guide models through the onboarding process, ensuring they understand platform policies and tools
- Validate registration attempts and user generated content based on the site’s internal policies
- Monitor and maintain the platform’s Fair play rules by interacting with the live users of the site
- Provide feedback to Content Providers on how to improve their profiles and performance
- Conduct regular coaching sessions with Content Providers to share industry best practices, performance tips, and strategies for client engagement - under the leadership of the Key Account Manager
- Develop and update training materials, resources, and guidelines for Content Providers
- Monitor Content Providers performance metrics and provide constructive feedback for improvement
- Stay up-to-date with industry trends and share relevant information with Content Providers to help them stay competitive
- Work closely with other support representatives and departments to ensure a consistent and high-quality support experience
- Report recurring issues, client feedback, and any technical problems to the Support Manager
- Contribute to the improvement of support processes and training materials
Requirements
- 3 years of previous experience in customer support, preferably in the entertainment industry or a related field
- Related experience working in agile environments
- Experience in a coaching or mentoring role is highly desirable
- Working in tandem with development teams, L2-L3 support experience is an advantage
- Strong communication skills, both written and verbal
- Proficiency in English and French (other European Languages are considered an advantage)
- Ability to handle sensitive and confidential information with discretion
- Proficient in using support ticket systems and chat tools, such as Zendesk, Freshdesk or Salesforce
- Excellent problem-solving skills and a proactive approach to support
- Ability to work independently and manage multiple tasks efficiently
Benefits
- Competitive salary with varying employee benefits depending on working location
- Opportunities for career advancement and professional development
- Access to industry events, training programs, and resources
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttechnical troubleshootingcoachingmentoringperformance metrics monitoringcompliance enforcementproblem-solvingagile methodologiesaccount managementcontent validation
Soft skills
communicationdiscretionproactive approachindependencetime managementclient engagementfeedback provisionteam collaborationtraining developmentadaptability