PikPok

Customer Success Agent

PikPok

full-time

Posted on:

Location Type: Hybrid

Location: Medellín • Colombia

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Provide timely and accurate responses to customer questions via email, agreed social media channels, Steam product pages, or any relevant communication channel
  • Monitor, review, and regularly report against:
  • - User reviews posted via App Store, Google Play, Steam, and any other agreed user review channel
  • - Community and/or player feedback via social media channels with a focus on technical and/or game issues
  • - Customer Support queue as required
  • Regularly review customer and community support processes, tools, and methods and suggest improvements
  • Establish escalation paths for surfacing larger issues to the game development team & the larger company

Requirements

  • Minimum English level B2, with good written and verbal communication skills (assessed).
  • Endless levels of sympathy & a strong sense of resilience.
  • A high sense of curiosity and the capacity to ask meaningful questions.
  • A positive ‘can-do’ attitude, self-management skills, great work ethic, and strong sense of initiative.
  • Ability to handle sensitive/confidential issues.
  • Ability to produce quality work within tight deadlines.
  • Excellent time management skills and attention to detail.
  • The ability to work smoothly with international colleagues and teams, respecting differences in culture and readily exchanging learning.
  • Proficient in MS Office, Google Suite, or similar products.
  • Other desirable knowledge
  • Previous Customer Support or Front-Line customer-facing experience, ideally within the I.T., video game, or software. development (or associated) industries.
  • Working knowledge of CRM tools (e.g., Salesforce CRM, ZenDesk, Nimble, etc.).
  • Experience working with the Agile framework.
  • Technical documentation experience.
  • Knowledge of other languages (Portuguese, French, etc.).
  • Interest in video games.
Benefits
  • Hybrid work. PikPok has a flexible approach to splitting your time between working in the office and working from home.
  • Health insurance.
  • One-time home buyer bonus.
  • Staff referral recruitment bonus.
  • Partial rebate on mobile phone and tablet upgrades.
  • Monthly self-directed Lab Days, annual game jams, and various training and learning opportunities.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
CRM toolsSalesforce CRMZenDeskNimbleAgile frameworktechnical documentationMS OfficeGoogle Suite
Soft skills
written communicationverbal communicationsympathyresiliencecuriosityinitiativetime managementattention to detailself-managementcultural sensitivity