The role of Customer Support Associate (CSA), will be responsible for:

• Answering player support queries via Email and Discord
• Troubleshooting game issues via Email and Discord
• Answering player queries about features and functionalities of the clients service offerings
• Answering questions regarding game issues and making recommendations
• Escalate product related issues to internal teams & close loop
• Going the extra mile to engage with players by solving their issues and ensuring satisfaction

Requirements:-

• An obligation to deliver exceptional customer service
• Receive inbound emails and Discord messages to gather and verify required information and do utmost within their power to solve issues submitted
• Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
• Actively read the player, and show empathy and patience 
• Ensure policies and procedures are followed on all emails and Discord tickets
• Maintain thorough knowledge of systems so that information can be researched and proper information is given to players
• Learn and retain a thorough working knowledge of all existing and new process and procedures
• Achieve assigned Key Performance Indicators e.g.Average Handle Time, FRT, Quality, CSAT & DSAT

Critical Skills:-

• Excellent written communication skills - ability to write accurately, using proper grammar, and sentence structure.
• Ability to show high emotional intelligence by remaining calm under pressure while solving the players concerns
• Ability to use information provided by clients to tailor responses and actions to meet the clients specific needs

Educational/Work Experience and Requirements

• Must have minimum 3-6 months experience in customer support
• Must successfully pass a background check
• High school diploma or equivalent required
• Post secondary degree is a plus

Benefits:-

• An attractive compensation package with performance-based incentives
• Outstanding rewards and recognition program & employee engagement activities
• Free Food and Transport while working on-site
• Medical Insurance

To schedule your interview kindly

Contact HR Sanjana or WhatsApp your CV on 8147091044 / Email to [email protected].

Role: Email Support

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Non Voice

Education

UG: Graduation Not Required

About company

IntouchCX, formerly known as 24-7 Intouch, is a global customer care and technology company with over 22 years of experience. We aim to transform the BPO industry by redefining the role of a contact center agent. Our company focuses on innovation, disruption, and continual improvement to provide omnichannel support solutions without limits. We have a diverse team of over 25,000 employees across 11 countries, dedicated to delivering exceptional customer experiences.