Support Tools Administrator

Support Tools Administrator

Remote - US & Canada

Job Description

As the Support Tools Administrator, you are the designer of the support experience. You command the CRM platform and position relevant features to ensure our players have an effortless support experience through a well designed player support journey. You will help navigate meaningful operational challenges to enable our agents to deliver excellent service at scale. With the right candidate, we believe that our operations will be well informed and better equipped to provide excellent and memorable interactions with our players for our current and future titles.

Key Responsibilities / Job Duties:

• Design and maintain TGC’s player support portal aligning with the company's initiatives, values, and mission.

• Facilitate testing and deployment of new systems, ensuring they meet business needs.

• Work cross-functionally with dev teams to design and implement solutions to operational problems.

• As appropriate, recommend custom vs out of the box solutions for new features or product enhancements within the platform.

• Maintain player-facing knowledge base that is aligned with industry best practices.

• Create and maintain reporting on contact data to stakeholders.

• Troubleshoot system issues and provide timely solutions.

• Provide ongoing training and support to end-users.

• Maintain detailed documentation, including process flows and system specifications.

• Collaborate with LiveOps to mitigate impact.

• Be on call to handle emergent issues that impact the player support operation.

Must Haves:

• 3+ years of experience as a CRM administrator having supported multiple brands simultaneously in player/customer support.

• Technical Skills:

o 2+ years of experience of business process analysis and system design, implementation, and administration.

o 2+ years of experience in process analysis and optimization.

• Data Reporting on the health and performance of the support operations.

• Comfortable with CRM best practices to maintain control over current and historical data.

o Strong ability to improve CRM processes through regular maintenance.

o Strong understanding of CRM dispositions/tags methodologies to provide accurate trend reporting for all levels of the organization.

• Strong organizational, communication, and problem-solving skills with a passion for continuous improvement.

• Detailed and deadline oriented.

• Ability to prioritize issues.

• Ability to work collaboratively and effectively with diverse teams and stakeholders, both internally and externally.

• Mastery of player-facing communications and internal documentation at scale for both players and agents.

Nice to Have:

• Familiarity with Helpshift/Zendesk/Saleforce.

• Actively play Sky: Children of the Light.

• SaaS Customer/Player Support Experience.

• Data Visualization.

• Actively play games across PC, Playstation, Xbox, Switch, and Mobile.

Perks:

• Paid Time Off, Holidays and Two Weeks Winter Break

• Employees and their dependents get medical, dental, and vision coverage, regardless of their level, tenure, or position within the company. Moreover, these benefits start on the first day of the job—there’s no waiting period before they kick in.

• Pet Insurance for those who need it too

• Compassionate leave for employees who needs to take care of their family members

• Pre-tax wellness stipend

• Pre-tax work from home stipend

• Access our savings plan (401K program) with company match

• Mental health resources including Headspace membership and Employee Assistance Program (CCA)

• Discount portal for everyday goods and services

• Employee inclusive and diversity initiatives such as Grow Together

• Support for personal professional development

We look forward to meeting you!

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

The salary range for this position is $80,000 USD to $115,000 USD annually, with the opportunity to earn an annual discretionary bonus. This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

Employees in this position are eligible to participate in the Company’s standard employee benefit programs, which currently include the following: medical, dental, vision, 401k, and paid time off.

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