Job Description

•Roles & Responsibility •

• Attending to customer issues/requests in a timely manner
• Own customer issue management and resolution for each incident
• Escalate internally per process to appropriate teams/department
• Ensure all KPIs and SLAs are met
• Be the voice of our customers and provide feedback to CS leadership
• Document all customer interactions in the CRM system/tool regardless of customer communication channel.

•Required •

• Nights and weekend availability as the customer base is US and Korea-based.
• Ability to work on Holidays.

•Preferred •

• Background and experience using Zendesk Support tools or similar CRM systems (I.e. SFDC, Service now, etc.)
• Background and experience with Microsoft Word and Excel, Google Sheets, Slack, and Gmail.
• General interest and Knowledge in Sports and Fantasy Games including specific leagues we offer such as NFL, NBA, MLB, NHL, PGA, NASCAR, UFC, NCAAFB, NCAABB, WNBA

•Qualification •

• Self-motivated and driven to succeed
• Focused on ultimate customer experience and passionate about the job
• Collaborate with a group of people to accomplish a task or achieve goal(s)
• Ability to adapt to ever-changing business environment
• Previous experience as a member of the customer support team
• Experience using CRM tools
• Excellent written, verbal, and presentation skills
• Experience working under pressure with the flexibility to meet the requirements of 24/7 365 days per year operations
• Previous experience in managing live tickets/incidents
• Proficient in handling customer contacts via live chat, email, and social channels
• Keen interest in Sports

Job Type: Full-time

Pay: ?10,094.10 - ?29,814.42 per month

Schedule:

• Day shift
• Night shift
• Weekend availability

Supplemental Pay:

• Overtime pay

Work Location: In person