Player Experience Specialist

Overview

We seek an enthusiastic, motivated, and dedicated individual to join our team as a Player Experience Specialist for ARB Interactive. In this role, you’ll be a key member of our support team, working closely with our Players to ensure they have an outstanding gaming experience. Your passion for helping others, combined with strong communication skills, will allow you to address customer needs, resolve issues, and enhance the overall Player experience.

Essential Functions

• Deliver enthusiastic and personalized support to ARB Interactive Players, proactively identifying and resolving issues to create a seamless and enjoyable experience.
• Develop deep expertise in ARB Interactive technology, policies, and best practices.
• Communicate effectively with Players through chat, email, and phone.
• Troubleshoot and resolve issues efficiently, ensuring comprehensive issue resolution.
• Multi-task across multiple tools or resources while being engaged with Players.
• Uphold a positive and collaborative company culture by maintaining an upbeat and open attitude.
• Take on additional responsibilities as needed based on evolving business and market needs.

Required Knowledge, Skills, and Abilities

• Passionate about providing incredible Player support and solving problems.
• Must have excellent written and verbal communication skills.
• Able to multi-task across multiple tools or resources while being engaged with customers.
• Able to effectively adapt communication and style to match the needs of the customer.
• Proactively identify ways to avoid the recurrence of Player issues by recommending changes and improvements through our Voice of the Customer processes.
• Reliable High-speed Internet service (10 megabits download and 3 megabits upload).
• Quiet, distraction-free, home office workspace, ergonomic chair, and desk.
• Flexible and adaptable, able to work well in an evolving environment.

Education and Experience

• BA/BS, or equivalent experience required.
• Minimum 2 years working in a contact center supporting customers via phone, e-mail, and chat.
• Effective written and oral communications.
• Excellent interpersonal skills.
• Ability to multitask and successfully operate in a fast-paced, remote team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.

This is a full-time, remote position (40 hours per week) that requires flexibility to work between 7:30 AM and 12:00 AM EST. In addition, this role could require working weekends. Hours/days may vary based on business needs, with the possibility of flexing up or down hours depending upon business needs. Our Customer Support team operates 365 days a year, including major holidays.