Junior Player Support Operations Specialist Lisboa

Junior Player Support Operations Specialist
Lisboa
Lisboa, Lisboa, Portugal

Overview

Miniclip is looking for a Junior Player Support Operations Specialist. The main responsibility is to set up and optimise basic Zendesk and other Player Support Tool flows, including Trust and Safety flows, and to support the Player Operations team with ad hoc tasks. Delivering
- driven customer service and a better and safer game experience to our players is very important for the Miniclip Player Support team.

Responsibilities

• Configure and update workflows in Zendesk (views, macros, automations, triggers) and other tools the support team uses.
• Handle tickets as needed (organise, bulk actions, or respond according to procedure).
• Create and update documentation.
• Provide training to clarify and eliminate ambiguities on sensitive topics handling.
• Reporting and analytics to detect support loops, broken flows, trends and optimisation opportunities.
• Stakeholder management.
• Stay informed about latest Privacy and Security trends related to the role.
• Support the Player Operations team with ad hoc tasks.

Qualifications

• Proven experience with Zendesk or similar ticketing system (1 year).
• Experience in the gaming industry or similar.
• Excellent English communication skills, written and spoken.
• Excellent
  - solving, critical thinking, and analytical skills to identify trends and solutions.
• Ability to follow strict procedures and maintain attention to detail even with repetitive tasks.
• 1 year experience with Project Management.
• 2 years experience working with GDPR and global movements in regards to Privacy and Security.
• Ability to independently work under pressure in a
  - paced, agile environment.
• Skilled in evaluating and interpreting data from multiple inputs.
• Familiar with workflow creation and upkeep to ensure optimised processes.

Desirable but not essential

• Familiar with Moderation tools and their configuration/optimisation (such as Hive or Clean
  Speak).
• Experience in content/document writing.
• Experience in Customer Support environments.
• Skilled in driving continuous process optimization through
  - driven insights.
• Knowledge in GDPR and global privacy, security and legal matters.

About Miniclip

Miniclip is a global leader in games and one of the world’s biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 450 million monthly and 70 million daily active users across mobile, PC, console, social, and online platforms. Operating in 15 countries, Miniclip develops and launches games in multiple categories across its 22 studios.

Job details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: Entertainment Providers