Frontline Customer Support Advisor

September 9, 2020

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Experienced at customer support? Play server based PC games? Fancy using that knowledge within a fast growing games payment startup?

If so, we’d love to talk.

A bit about us. PlayerLands is a new way for people to fund their PC game servers. We let them set up secure, branded shops to sell stuff to their players. We’re starting with Minecraft, but there’s a lot more on the way very soon.

We’re a young company backed by venture capital and growing fast. This is an opportunity to get involved in PlayerLands’ formative years, and hopefully use parts of your brain that would be redundant in a more staid corporate environment. We encourage everyone to be inventive, and to use their ingenuity to help build on the success of our growing business.

We love it, and we hope that sounds good to you, too.

The Role

We’re looking for a Frontline Customer Support Advisor to join our team. As the public face of PlayerLands, you’ll be the person customers trust to get their business moving again.

That means diagnosing and troubleshooting problems they’re having with the platform and helping them to get past those issues as smoothly as possible. Often you’ll be able to do that on your own, but there will be times when you need to escalate to an IT Support Engineer, the CTO or other senior management.

Using your knowledge, judgement and skill at maintaining customer relationships, you’ll help customers resolve their problems and have the best possible time using the PlayerLands platform for their games and servers.

Skills like active listening, selective questioning, demonstrating empathy, and problem solving are all in a day’s work for you.

Responsibilities

  • Be first line of support for game server owners over Discord and Slack
  • Taking ownership of customers’ reported issues and see each one through to a resolution
  • Work with the CTO and IT Support Engineer to get trickier problems fixed
  • Escalate to management where necessary
  • Help to build a knowledge base
  • Hang out on the PlayerLands Discord channel proactively solving issues as they arise
  • Spend time on PC server game forums, adding your specialist knowledge wherever you can, and finding out what makes our customers and their players tick
  • Smart, friendly problem solving for customers

Experience Required

  • Knowledge of Slack and Discord
  • Customer relations and support
  • Knowledge of PC server based games

Package

  • £18k - £22k depending on experience
  • 21 days holiday plus Bank Holidays
  • Remote working available

Working hours

Monday - Friday 9.30am to 5.30pm

You may sometimes need to work outside those hours

Reporting to

Company founders

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