Job Details
**Customer Service Representative**
Austin or Remote, TX Art/Media/Design Monumental is seeking to hire an exemplary **Customer Service Representative** responsible for delivering world-class customer service for our CCG games (Mythgard, Storm Wars, Little Alchemist). You will be the first point of contact for customers and a critical brand ambassador. Youll provide exceptional customer service in a friendly, consistent, and professional manner.
Monumental is an independent game development studio based in Austin, Texas. We are self-funded, and use our endless creative freedom to explore new ways to play. We take smart risks.
We experiment and adapt continuously to create new experiences to delight our audiences. We learn quickly.
We play well together in a creative, entrepreneurial environment, and help each other achieve our big dreams. We share.
**Job Skills**
* Ability to manage multiple priorities and complete tasks on time as assigned
* Strong troubleshooting skills and ability to dissect hardware/software issues on PC, iOS, Android platforms
* Proactively identifying new self-serve communication, guides, and responses that decrease call volume by identifying and eliminating areas of identified friction
* Energetic, rational, very strong team player, with a strong sense for customer satisfaction
**Responsibilities**
* Become an expert in the games you support and build our credibility within the wider gaming community
* Deliver excellent customer service and technical support to our customers
* Read, write, and interpret knowledge-based articles for internal and external customers to support the mission of providing quality service to gamers
* Prioritize, own, and resolve critical player issues with a goal of one-touch service
* Respond to and triage tickets
* Communicating issues to the games teams, and creating detailed tickets to address CS issues
**Qualifications**
* 2+ years of work experience in the game, entertainment, or technology industries
* Positive attitude, strong work ethic, and ability to thrive in a dynamic environment
* Understanding of customer support and core concepts of customer experience
* Passion for collectible card games; a deep understanding of game customers, the game industry, and potential support contact drivers
* Strong written communication skills (for writing emails, chats, and knowledge-based articles)
* Fluency in written and spoken English is essential, other languages a plus
**Pluses**
* Shipped game titles (particularly CCGs)
* Discord moderation experience
* Zendesk knowledge and administration
**Perks & Benefits**
* Competitive compensation
* Full Health, Vision, and Dental coverage
* Unlimited PTO policy
**Considerations**
* Monumental is located in Austin, Texas; we are happy to relocate you here on our dime, or you may work remotely
* Candidates must be legally able to work for Monumental, LLC, a U.S.-based company
If this sounds interesting, please drop us a resume!
Monumental is an independent game development studio based in Austin, Texas. For more information, visit our website at.
Full Covid-19 vaccination is required to work in Monumental's Austin office.
Monumental LLC is an equal opportunity employer.