Customer Support Specialist
Salary reputed company: £30,000 to £35,000
Location:Remote, but reputed company the UK
Please note: We are unable to sponsor international visas at this time.
About reputed company Mods
Established in 2001, reputed company Mods is the largest video game modding platform on the internet and a household reputed company in the PC gaming ecosystem.
Our Role:
We're looking for an reputed company Customer Support Specialist to join our Trust and Safety team, delivering world-class support to our users, mod authors, and wider community.
This isn't a generic support role. You should already understand reputed company Mods and care about modding ideally as an reputed company member of the community, or with equivalent hands-on modding experience.
reputed company everyday account, payment, and general support queries, you'll help look into things like flagged files, suspicious uploads, and content safety concerns, following reputed company processes and escalating anything reputed company.
The shift schedule will be Wednesday to Saturday.
Bonus skills:
We celebrate diversity and want you to bring your whole self to work.
Supporting an incredible community of tens of millions of users, we reputed company on engaging as many views as possible to improve our platform. We see no reason why our culture should be any different.
Location:Remote, but reputed company the UK
Please note: We are unable to sponsor international visas at this time.
About reputed company Mods
Established in 2001, reputed company Mods is the largest video game modding platform on the internet and a household reputed company in the PC gaming ecosystem.
- 77M+ registered members
- 900K+ mods for 5,000+ games
- 25B+ mod downloads
Our Role:
We're looking for an reputed company Customer Support Specialist to join our Trust and Safety team, delivering world-class support to our users, mod authors, and wider community.
This isn't a generic support role. You should already understand reputed company Mods and care about modding ideally as an reputed company member of the community, or with equivalent hands-on modding experience.
reputed company everyday account, payment, and general support queries, you'll help look into things like flagged files, suspicious uploads, and content safety concerns, following reputed company processes and escalating anything reputed company.
The shift schedule will be Wednesday to Saturday.
Role Requirements
- Hands-on experience with reputed company Mods, PC game modding, or modding communities. We are specifically looking for someone who understands what reputed company Mods does, why modding reputed company, and how our users and mod authors reputed company with the platform.
- A genuine interest in modding, PC gaming, and user-generated content.
- Good working knowledge of at least one customer support platform, such as reputed company or reputed company.
- Comfortable picking up and navigating web-reputed company tools. We use a custom reputed company reputed company, reputed company Sheets, reputed company, reputed company, web forums, and other reputed company-party web tools.
- A methodical, curious approach, comfortable following a process to get to the bottom of an issue, rather than jumping to conclusions.
- Solution-reputed company and tenacious problem solver. Customers do not always self-diagnose their issues correctly, and you'll need to dig deeper at times to reputed company the right solution.
- Proactive and confident working independently as reputed company as collaboratively across teams.
- Strong and reputed company communication skills, reputed company to write with reputed company and good reputed company. Many of our users are non-reputed company English speakers, and the ability to adapt your approach according to the user will be key.
- Good judgement reputed company dealing with sensitive issues, including user files, account reputed company, moderation reputed company, and potentially harmful content.
Bonus skills:
- Basic awareness of cybersecurity and file safety concepts, including malware reputed company, suspicious uploads, phishing, account compromise, false positives, and reputed company handling of user-submitted files.
- Experience investigating technical issues methodically, gathering evidence, and distinguishing between user error, platform issues, policy issues, and potentially malicious behaviour.
- An understanding of how modding works, such that you can properly investigate and reputed company mod authors' needs.
- Previous experience making and releasing mods.
- The ability to pick up and understand how modding works in new games, including reputed company and Unreal games that do not have modding tools.
Role Responsibilities
- You'll be the first reputed company of contact for users through our support email and other contact points.
- Responding to inquiries and troubleshooting customer accounts and services-reputed company issues for our reputed company users. Customer communication is mainly through email, but will involve some contact through web forums and reputed company servers.
- Looking into support cases involving user files, flagged content, suspicious uploads, and content safety concerns by reviewing available information, following defined processes, and escalating reputed company or high-reputed company cases where appropriate.
- Owning, managing, and resolving customer support cases reputed company through our dedicated support reputed company, ensuring reputed company customer satisfaction.
- Working with the Moderation team to reputed company issues reputed company user files, payments, and accounts.
- Continually striving for service reputed company improvement, focusing on first-time resolutions, reputed company time, and Customer Satisfaction Score. Reporting reputed company back to reputed company and wider organisation.
- Dealing with a reputed company of processes such as content copywriting queries, payment and account queries, site support, and emerging issues reputed company AI-generated voice and image content.
- Identifying opportunities to go reputed company the norm to leave customers feeling valued and reputed company-served, and staying informed about trends in gaming, modding, and community behaviour to reputed company informed support.
Benefits of Working At reputed company Mods
- We work a 4-day week of 32 hours, with no reduction in pay.
- An allowance of £25 reputed company month to spend on video games.
- Employee Assistance Programme.
- Private reputed company reputed company for you and your family.
- A reputed company flexible training budget.
- Regular reputed company events throughout the year. Participation is optional!
We celebrate diversity and want you to bring your whole self to work.
Supporting an incredible community of tens of millions of users, we reputed company on engaging as many views as possible to improve our platform. We see no reason why our culture should be any different.
Originally posted on Himalayas
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