Support Specialist - Tebex

About the role

As part of Overwolf, the leading modding platform in the game industry, Tebex supports thousands of server owners and content creators on various platforms, including Minecraft, Rust, Discord, Ark, FiveM, and more.

Responsibilities

• In this role, you will:
• Answer Tebex-related product questions and services
• Process support tickets and messages in an effective and efficient manner via chats and emails.
• Resolve issues and communicate in a helpful and supportive tone
• Maintain a proactive outreach mindset when resolving customer issues
• Inform customers about both current and potential service issues
• Handle customer feedback and escalate issues as needed
• Maintain Support documentation up-to-date with changes in the platform, knowledge management with GetGuru
• Track and monitor KPIs, NPS (Net Promoter Score), and support ratings

Requirements

• 2+ years of experience in online customer support
• A proven track record of maintaining high standards and attention to detail
• Effective communication skills, with an emphasis on active listening
• Strong attention to detail and the ability to remain level-headed when dealing with challenging situations
• Openness to feedback, constructive criticism, and new ideas
• Demonstrated positive, customer-oriented attitude with strong interpersonal skills to assist and troubleshoot buyer and seller problems effectively
• Availability to work full time, approximately 40 hours per week Thursday to Monday , with hours/shifts determined based on the team's needs
• Experience investigating and troubleshooting software/web issues
• Bonus Points
• Experience with SQL, relational databases and solving technical issues
• Technical background with a basic understanding of API's, databases and HTML/CSS/JavaScript
• Passion for PC Gaming

Additional Information

We're looking for a courageous Support Specialist to join the Tebex team and assist our creators and buyers. As a Support Specialist, you'll be the first line of response for all Tebex-related questions, concerns, and inquiries. So if you have a passion for helping others, a knack for problem-solving, and legendary communication skills - come over and join our quest.

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