Senior Technical Support Specialist - P2E Online Game

February 19

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Likha Careers

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Likha Careers is a recruitment company that specializes in direct hire services, recruitment consulting, and recruiter training to streamline the hiring process from sourcing to retention. They offer customized recruitment solutions for organizations across diverse industries, focusing on efficient and timely recruitment processes. Likha Careers provides executive search services to acquire top-tier leadership talent and IT search services for specialized technical roles. They also offer global recruitment services, enabling organizations to access highly skilled professionals worldwide. Likha Careers is dedicated to shaping excellence in recruitment by offering comprehensive training for recruiters, ensuring the continuous growth and empowerment of recruitment teams.

Direct Hire Recruitment • Recruiter Training • Consulting Services

11 - 50 employees

Founded 2023

🎯 Recruitment

👥 HR Tech

🤝 B2B

📋 Description

• Join our client's team as a Senior Support Specialist and be the frontline of support for a vibrant community. • You’ll be the first point of contact across multiple platforms, ensuring every support request is handled swiftly and accurately. • Your role will be essential in maintaining seamless communication and a high level of customer satisfaction. • Triages incoming support requests across channels (e.g. Discord, Telegram, Linear, Slack) and teams within the company. • Categorizes support requests based on urgency and nature, and assigns them to appropriate teams or individuals. • Tracks and monitors support tickets to ensure timely resolution and adherence to SLAs. • Escalates complex issues to senior support staff or relevant departments. • Documents common issues and solutions in the knowledge base. • Assists in maintaining internal knowledge base articles and FAQs. • Identifies recurring issues and provides feedback to improve products, services, and processes. • Handles escalated and complex support cases that require in-depth knowledge and expertise. • Assists in developing and implementing support processes and procedures. • Contributes to the creation and maintenance of support documentation and training materials. • Monitors support metrics and identifies areas for improvement. • Collaborates with other departments to resolve cross-functional issues.

🎯 Requirements

• 3+ years of experience in configuring and using support tools and ticketing systems, preferably Intercom (including automating workflows). • Proven ability to handle difficult customer interactions and resolve complex issues. • Experience in monitoring and reporting on support KPIs and SLAs. • Strong ability to identify and implement support process improvements. • Excellent communication and interpersonal skills. • Customer-centric mindset with empathy. • Ability to work independently and as part of a team. • Excellent time management, organizational skills, and ability to work under pressure to meet deadlines. • Possesses excellent interpersonal and communication skills.