Role Description
We are looking to expand our Customer Support team with a Customer Support Agent to assist our customers with technical problems when using Illuvium DAO’s products and services. Customer Support Agents are responsible for resolving customer queries, reporting issues back to the team, recommending solutions, and guiding users through features and functionalities.
About Illuvium
Illuvium Labs is an independent game development studio based in Sydney, Australia. We develop blockchain based games for the Illuvium DAO. We have developed a strong culture of independence with our team, preferring candidates who can articulate their own vision and goals. We operate almost entirely remotely so each team member designs their own hours and work schedule. In the end all that matters is the delivered product. We hire based on people’s abilities to adapt and change quickly, valuing underlying core abilities above specific skill sets.
Responsibilities
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Respond to customer inquiries promptly and accurately
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Identify customer needs and guide them through the use of specific features
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Analyze and report product malfunctions to the team
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Develop and maintain a comprehensive knowledge base of common issues and their resolutions
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Collaborate with team members to share feature requests and effective workarounds
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Keep customers informed about new features and functionalities
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Follow up with customers to ensure the resolution of technical issues
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Collect customer feedback and share insights with the Product, Sales, and Marketing teams
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Participate in product training sessions to stay updated on the latest features and updates
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Monitor and analyze customer satisfaction metrics to identify areas for improvement
Skills and Qualifications
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A curious mindset, eager to explore and understand complex issues in order to provide effective solutions
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Ability to remain calm and composed in a fast-paced, high-pressure environment
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Empathy and active listening skills to de-escalate situations and identify the root causes of problems
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Strong analytical skills to identify patterns in customer issues and suggest improvements
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Familiarity with the latest trends in customer support, including AI and self-service tools
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Experience with support ticketing systems, such as Zendesk
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A keen interest in the gaming and cryptocurrency industries
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A proactive approach to learning
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Excellent problem-solving skills
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Excellent verbal and written communication skills
Preferred Qualifications
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Prior experience in a Customer Support Specialist role or a similar position
Location
All of our jobs are 100% remote and we are looking to find the best talent globally!