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Community Support Representative
4 years ago
Kongregate is a respected and profitable player in the gaming industry, leveraging years of success as a social browser-gaming platform to become an increasingly prominent publisher of high-quality mobile games. We value community and player support and the Community Support Representative will aid in continuing our strong history of customer care.
The Community Support Representative will join a team that oversees the day-to-day operation of Kongregate’s two platforms (Kongregate.com and Kartridge) and will be responsible for responding to support requests and for investigating fraud and abuse reports. This person will be expected to function somewhat independently, with weekly 1:1s and as-needed consultation regarding difficult or troublesome issues.
Our need at this time is for someone who will normally work Monday-Friday, with a few hours on weekends. The position will be located at our office in Portland, Oregon.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
- Respond to support requests from users, ranging from simple to fairly technical or obscure
- Handle reports from individual users, primarily missing badge reports
- Evaluate forum posts, game comments and games that have been flagged
- Review and investigate purchases for potential fraud
- Create and update player-facing FAQs and documentation
- Respond to support requests from game developers regarding technical issues and payments
- Update game featuring on the Kartridge homepage
- Prepare and send simple social media posts, editing prepared templates as needed
- Act as a representative for the two platforms with users and game developers
RELATED COMPETENCIES
- Responsibility: Has strong sense of urgency about solving problems and getting work done; sets up procedures to ensure high quality of work; has superior attention to detail; is always open to feedback and constructive criticism; implements ideas and suggestions to improve performance.
- Communication: Has proficient written and verbal communication; identifies and presents information or data that will have a strong effect on others; proactively engages and asks questions
- Collaboration: Effectively builds collaborative relationships with colleagues and customers representing diverse backgrounds and viewpoints; considers and responds appropriately to the needs and feelings of different people in different situations
- Emotional intelligence: Responds to others' feelings and viewpoints with empathy and insight; assesses people and situations and responds appropriately; adroit at reading between the lines; remains sympathetic to customers even when they are frustrated or unpleasant; identifies own emotional responses and harnesses them effectively
- Advocacy: Follows up (internally or with external developers) about problems encountered by individual users; tactful and persistent in following up (or escalating) until the issue is adequately resolved; able to balance advocacy with organizational needs and policies
BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)
- One year of experience with support or customer service positions (required)
- Some college education (required); degree not required
MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES
- Expert written communication (required)
- Expert attention to detail (required)
- Working understanding of customer support best practices
- Working knowledge of online game mechanics and dynamics
- Working knowledge of desktop/laptop computers, including troubleshooting
This position can be filled at our
Portland location. To apply,
click here or use the application form below.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
For San Francisco-based employment, pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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