Customer Support Advisor
Job description
- Do you enjoy helping customers with complex issues?
- Are you a champion of customer-first processes?
- Do you have an interest in competitive video gaming?
If the answers to the above questions are yes, then this role could be ideal for you!
In this role you will join the Support Organization at GRID, a team of 10+ customer-facing Support Agents across the globe where a professional client-first mentality is crucial to delivering customer service excellence.
Job requirements
What you will do
- Collaborate with esports tournament organizers to ensure content is correctly set up for GRID to collect data
- Communicate with clients, answering questions and solving issues where required
- Help improve the GRID product suite based on customer feedback and defects you’ve identified
- Record data quality issues and process issues
- Take responsibility for daily customer relations to support GRID’s vision of providing unparalleled world-class customer service and support, including interacting with customers and answering customer enquiries or issues via email, live-chat (Slack, Skype, Discord, Teams)
- Expand on game and GRID product knowledge to improve our service quality
- Contribute daily to our knowledge base to share your knowledge with grid employees, partners and customers.
What we're looking for
- Championing customer first mentality
- An interest in competitive video games (CS:GO, Valorant, Dota 2, PUBG with other games a plus)
- General understanding of esports tournaments
- Previous experience in customer-facing Support roles
- Experience with collaborative tools such as Slack, GSuite, Discord, Teams
- Some level of computer science knowledge would be a plus
- Available to work shifts and weekends if required
- Excellent written and spoken English, with other languages a plus
About our culture
- Flexibility: Work from the place that inspires and motivates you the most! From our awesome Berlin/ Wroclaw offices to the comfort of your own home. Meet up in-person with your colleagues every so often, making use of the travel opportunities GRID offers
- Sustainability: We’re not a typical start up. We want our employees to be rested and able to perform. We offer a generous vacation allowance (28+ days a year) and the opportunity to speak with professional counsellors to support mental health - covered by the business
- Pragmatic: GRID thrives on being rational, allowing us to make the best decisions, rather than keeping to rigid processes and procedures that don’t work well for us
- Fostering growth: Empowering employees who are determined to grow by providing a self-development budget and strong career advancement opportunities. Support from your teammates to guide and encourage you to grow in your desired professional field
- Company culture: We believe a diverse industry is best served with an inclusive and diverse workforce. We have employees across 37 different nationalities with recent employee surveys showing over 98% workplace satisfaction
Benefits of working at GRID
- 28+ days paid for not providing your services
- Mental health support
- Flexible working conditions
- Company-wide team events
- Work travel opportunities with travel insurance
- Training and development budget
- High-quality swag/ merch
About GRID
Our mission is to unlock the potential of game data for everyone. The GRID Data Platform is a complete data infrastructure to source, manage, and distribute game data powering over 90 game publishers and tournament organizers, 350+ commercial partners, and communities or engaged fans of over 10 titles including CSGO, Dota2, PUBG or VALORANT.
Among GRID’s partners are RIOT Games, KRAFTON, WePlay, PGL, Pinnacle, DAZN and VIRTEX.
The GRID team draws from decades of deep expertise in scalable infrastructure, esports, and gaming from roles at leading companies like Sportsradar, GeniusSports, unikrn (Entain), Huawei and Disney.
GRID powers the ecosystems of the leading competitive game titles and has been featured in Forbes, Sports Business Journal, VentureBeat, and elsewhere.
If you have the ambition and desire to work at the forefront of cutting-edge industry projects, then GRID is the place for you.
Apply today to find out more and begin your journey!