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Player Support Representative

Player Support Representative

THE POSITION

Delivering more value-driven customer service and better game experience to our players has become a priority for the Miniclip Player Experience team. Miniclip is looking for an experienced Player Support Representative to work with the rest of the team to analyze complaints and feedback, trying to identify motives behind the contact and to take adequate actions in order to keep our audience happy and engaged. You would mostly work with our biggest (8 Ball Pool, Disc Pool Carrom, Ultimate Golf, Golf Battle, Football Strike) and / or upcoming games. As the first point of contact for inquiries from our customers, your primary responsibilities will include:

• Review incoming questions and feedback about account, purchases, game and technical issues, organize, tag and/or answer based on the defined protocol via support tool;
• Detect trends in inquiries and analyze the reason behind the complaint;
• Ensure that the information shared with players is up-to date and correct;
• Reporting technical issues, bugs and feedback to relevant teams (Production, Art Marketing etc.);
• Suggesting ideas for improving player experience and/or our processes;

SKILLS AND EXPERIENCE

We’re looking for a hard-working, team-oriented candidate who is passionate about providing support to our users. The ideal candidate will be strongly skilled in the following:

• Proven track record of providing value-driven customer service in Technology industry (2+ years of experience);
• Ability to work under pressure in a fast-paced, agile environment;
• Excellent attention to details and ability to follow strict procedures even with repetitive tasks;
• Customer orientation and ability to adapt and deal with different customers from various cultures;
• Knowledge of customer service related hardware and software;
• Ability to multitask, prioritize and manage time effectively.
• Excellent communication skills, including fluent written and spoken English;

The following skills are desirable but not essential:

• Experience in the gaming industry;
• Knowledge of the latest mobile gaming trends and in mobile market in general;
• User profiling;
• Knowledge in GDPR and global movements on privacy and security;
• Fluent in more than one of the main European languages (such as German or French);

APPLICATION

To apply please submit your CV with your cover letter explaining why you want to be part of our amazing team.

ADDITIONAL INFORMATION

You will be working in our fashionable, open plan Studio in Lisbon with enthusiasts and professionals from the games industry. We like to maintain a very friendly and relaxed atmosphere, with regular team building and social events. We understand that being tied to a desk all day is not fun and that’s why there is a games area, fridge with complimentary drinks, snacks and fruit for all staff.

We also have a fantastic benefits package which includes comprehensive medical cover, gym membership, sport activities, as mental health activities, local discount packs, language lessons and time-off for voluntary work.

ABOUT MINICLIP

Miniclip is a global leader in digital games with a mission of unleashing the gamer in everyone. The Company develops, publishes, and distributes highly engaging games to an audience of over 200 million monthly active users across mobile, social and online platforms.

Founded in 2001, the Company has successfully grown a huge global audience in over 195 countries and across six continents. Miniclip has a unique understanding of the digital games space and has developed a strong portfolio of over 60 high-quality mobile games, extensive worldwide distribution, and an internationally recognized brand name. To date, Miniclip franchises including 8 Ball Pool™, Golf Battle™, Football Strike™ and Agar.io™ have generated more than 2 billion downloads. As of April 2020, Miniclip has more than 60 million daily active players reaching people across the world in the pursuit of ‘unleashing the gamer in everyone’.

In February 2015, Miniclip was excited to receive a large majority investment from Tencent, one of the world’s largest technology companies and the world’s largest games publisher. This new chapter in Miniclip’s history strengthens the Company’s position, with Tencent recognizing its achievements to date and future potential.

In the past two years, as part of their ambitious growth plans, Miniclip has been delighted to welcome the teams from Playsport (famous for Motorsport Manager), Yakuto (creators of Darts of Fury), Masomo (home of Head Ball 2), Ilyon (designers of Bubble Shooter), Eight Pixels Square (Sniper Strike) to the Miniclip Group.

For more information, visit http://corporate.miniclip.com