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Customer Support Representative

Looking for an innovative, creative, passionate, and fun company in OC? Then, let us introduce ourselves. We are MobilityWare and we make fun for a living! Our mobile games have been rocking the app store since its inception and we regularly show up in top lists for most popular games. We recently reached over 420 million downloads across our portfolio of games!

We've been voted 2015, 2016, 2017 & 2018 Best Places to Work in Orange County by the Orange County Business Journal and OC Register! Headquartered in Irvine, CA., our flagship game, Solitaire, was released on the day the App Store opened in 2008. Other titles include Blackjack, FreeCell, Destination Solitaire, Slots and Spider Solitaire, to name a few. Our vision is to create the most exciting mobile games and have fun doing it.

What's the Gig:

We pride ourselves on being connected with our users and helping them to have the most awesome experience ever with all of our games. We don't take this responsibility lightly, and so your job will be a serious matter here. You'll be fanatical about ensuring our users get answers and solutions to their problems. You'll be the champion of user solutions and support and won't give up until you find a way to make the user not just satisfied, but in awe at the lengths we will go to for them.

As a customer support representative your primary focus will be responding to player questions through our Customer Service platform (Helpshift).

The Day to Day:

• Evaluate/Solve customer reported issues through our CS tools (Helpshift, JIRA, LeanPlum, etc.)
• Provide meaningful and positive support to address customer needs & complaints
• Predict customer needs per product and translate that into a valuable knowledge base of FAQ content
• Report on CS issues to various stakeholders to ensure understanding of the live issues facing our products
• Interface with development and test subject matter experts as needed to gain additional insights and understandings to properly support customer needs.
• Regular contributor to various work/process optimization projects

What You Should Have:

• Previous CS experience on a mobile game title with IAP business model
• Experience working with CRM Software (customer relationship management)
• Troubleshooting experience with iOS and Android
• Ability to effectively report feedback and player findings to cross-departmental teams
• Experience improving customer experiences based on user data, customer trends, and reactions to existing CS policies
• Impeccable spelling, grammar and attention to detail
• Ability to type like the wind
• High school diploma
• Passion for video games (casual/mobile/other)
• PC Skills (Word, Outlook, Slack, Google Docs/Slides/Sheets, etc.)

Why you should work for us:

• Awesome Perks: free lunch, free snacks, free soda, free coffee, free trip, free dental, free vision
• Casually awesome workplace - yes, flip flops and shorts are pretty much an everyday thing
• Growth, growth, growth - we are growing and we would love to take you on the ride
• We also want to take care of our team so we've got profit sharing incentives, medical, dental (100% paid), vision (100% paid), OPEN PTO, life insurance (100% paid), and 401K
• Awesome office smack dab in the middle of OC and 2 minutes off the 5 freeway