Player Experience Associate

Published date Posted on Indeed on Jan 14, 2022 (4 d ago)

Kongregate is a leading game developer focused on building engaging experiences in breakout game genres. Our mobile games, including collectible card game Animation Throwdown, TMNT: Mutant Madness, and SpongeBob’s Idle Adventures, have been downloaded hundreds of millions of times!

With 15 years of history, Kongregate started out small and has grown into a thriving business with over 80 employees across the nation. We are a dedicated and efficient team that enjoys making games as much as playing them. We measure our efforts through results rather than hours worked, and value the importance of a work-life/family balance on top of offering competitive pay and benefits. As our portfolio and teams grow, our culture remains built around gaining knowledge through cooperation.

Summary:

We’re looking for someone we can train to be an in-house expert on the issues currently being experienced by players of one or more Kongregate games. You’ll assist players by answering technical, billing and general product questions via Zendesk, writing individual responses and directing customers to useful articles on our self-help portal. In addition, you will monitor and respond to reviews in the online app stores.

Are you professional and personable? Do you love games and have experience working in a fast-paced online service environment? Kongregate is looking for you!

Responsibilities:

  • Resolve player questions efficiently

  • Troubleshoot customer issues

  • Respond to technical, billing and product questions personably

  • Suggest and draft standard responses

  • Work with web-based customer service tools

  • Handle app store reviews in a personal and empathetic manner


You Have:

  • Excellent written and verbal English

  • High school diploma or GED; some college preferred

  • At least one year of successful employment experience

  • Customer service experience, ideally online

  • Proficient knowledge of the Google Apps suite

  • Experience with online communities, social networks and popular culture

  • Effective listening and communication skills

  • Ability to manage your time and work independently

  • Ability to work cooperatively and collaboratively with others

  • Ability to resolve problems while being both empathetic and decisive

  • Professionalism, responsibility, organization and self-direction


Perks:

  • 401K Plan with company match

  • Comprehensive medical, dental, vision, life and long term disability insurance

  • Ample vacation days, PTO, and Paid Family Leave

  • Company wide events, game nights, happy hours and more (all of which are currently virtual!)

  • Build awesome games with premier IP holders


This position is remote (permanent).


All interviews will be conducted via video calls.

Kongregate is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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