Location: Lisbon, PT
Company: Miniclip
Job Description
Delivering value-driven customer service and a better and safer game experience to our players is very important for the Miniclip Player Support team. Miniclip is looking for a Junior Player Support Operations Specialist, whose main responsibility is to set up and optimise basic Zendesk and other Player Support Tools flows, including Trust and Safety flows.
In this role your main responsibility is to set up and optimise basic Zendesk and other Player Support tool flows, but also handle some tickets. Additionally you are expected to share with agents best practices and updated protocols with the aim to constantly improve player and agent effort, other support related KPIs and guarantee compliance.
What will you be doing at Miniclip?
Configuring and update workflows in Zendesk (views, macros, automations, triggers) and other tools the support team uses;
Ticket handling as needed (organise, take bulk actions or respond according to the procedure);
Create and update documentation;
Provide training to clarify and eliminate any ambiguities on sensitive topics handling;
Reporting and analytics to detect support loops, broken flows, trends and optimisation opportunities;
Stakeholder management;
Keep an eye on the latest trends in regards to Privacy and Security topics;
Support the Player Operations team with ad hoc tasks;
What are we looking for?
We’re looking for a hard-working, team-oriented, resilient candidate who is passionate about support operations. The ideal candidate has:
Proven track with Zendesk or a similar ticketing system (1 year).
Experience within the gaming industry or similar.
Excellent communications skills in English, written and spoken.
Excellent problem-solving, critical thinking, and analytical skills to identify trends and patterns, find solutions.
Ability to follow strict procedures and maintain attention to detail even with repetitive tasks.
1 year experience with Project Management.
2 years experience working closely with GDPR and global movements in regards to Privacy and Security.
Ability to independently work under pressure in a fast-paced, agile environment.
Skilled in evaluating and interpreting data from multiple inputs.
Familiar with workflow creation and upkeep to ensure optimised processes.
The following skills are desirable but not essential:
Familiar with Moderation tools and their configuration/optimisation (such as Hive or CleanSpeak).
Experience in content / document writing.
Experience in Customer Support/Support environments.
Skilled in driving continuous process optimization through data-driven insights.
Knowledge in GDPR and global movements on privacy, security and legal matters.
About Miniclip
Miniclip is a global leader in games and one of the world's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 450 million monthly and 70 million daily active users across mobile, PC, console, social, and online platforms. Operating in 15 countries, Miniclip develops and launches games in multiple categories across its 22 studios.
Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally.
To date, Miniclip’s studios and companies have generated more than 10.5 billion downloads, including the following games: 8 Ball Pool, Subway Surfers, Golf Battle, Football Strike, Carrom Pool, OSM - Online Soccer Manager™, Football Rivals , Pure Sniper , Puzzle Page™, Head Ball 2, Motorsport Manager, Darts of Fury, Ultimate Golf, Mini Football, Triple Match 3D™, Agar.io, PowerWash Simulator, Suduko.com™, and We Are Warriors™.
For more information, visit https://miniclip.com/
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