Customer Support Executive

OVERALL JOB RESPONSIBILITY
As a customer support executive, you will be responsible for executing day to day communication with our users while ensuring alignment to Athena Studio's company goals through proper coordination of Customer Support function. The overall objective is to resolve user inquiries, issues and concerns and to provide on-going user support and improvement of the whole support team processes.
To be our ideal support candidate, you must have a deep understanding of customer support function, have a strong passion for games, and most importantly understand that user experience is paramount, and you take ownership of that cause on each and every interaction with the users.
KEY JOB DUTIES
- Acknowledge user's feedback and resolve customer complaints through various support channels (email, store reviews, social media, CRM software, etc.)
- Closely coordinate with the Product team to identify, resolve and fix game issues and to acknowledge most updated information about the game.
- Responsible for the self-service efficacy of FAQ content in all assigned products
- Follow communication procedures, guidelines and policies.
Maintain a positive, empathetic, and professional attitude toward users at all times.
- Exhibit necessary dedication to become a product expert in our games so as to answer user's questions
- Keep and track records of important interactions, comments and complaints that could help improve our products and services
- Provide feedback and suggestions regarding the efficiency of current support process.