愛爾蘭工作職缺 Jobs in Ireland Job Alert Social Media Support Agent

About the Team

Our Player Experience Team is based in Dublin and has a focus on creating engaging and memorable moments for all Wildlife community members and players every single day.

We strive to help our community enjoy the games they love to play, along with the interactions they have with each other, in a supportive, safe, and positive way. We ensure that they have memorable experiences throughout every step of their journey. We want our player communities to have a long-lasting positive impact on everyone who engages in and with them.

About the Role

This role will have the primary responsibility of assisting our players through interactions on social platforms, in both public and private channels. We believe that players’ problems can and should be solved in the best way possible, wherever, and whenever they arise. This is a new role and will present an opportunity to build what will be a growing and important part of our ongoing community strategy.

More about you

• You care about others, and you live that ideal every day. We set a high standard for ourselves, especially when it comes to supporting our players. We always listen, and do our best to help and empathize whenever we interact with anyone who plays our games. We expect this same high self-standard from all player-facing employees.
• You make people feel good about themselves while you are solving their problems. Problem-solving is one of the pillars of what we do, but our players will remember how we make them feel. Fixing what is broken is our obsession, and we do it with kindness and with passion.
• You thrive on finding ways to improve how we operate. As we are growing, and challenging ourselves to be the best in our industry, we need you to contribute beyond just doing your standard work. We will ask you to find problems and more importantly, come up with solutions so as a group, we can all do better.
• You are highly accountable. Accountability is a cornerstone of our success, and our players love when we take ownership of their issues and drive resolution. Your accountability should go beyond resolving player issues, it is a mindset and a quality that you have worked to shape over time so you are reliable and trustworthy (to yourself, your colleagues, and your customers).
  

What you’ll do

• Respond to our players through social media and other contact channels as needed.
• Make every player interaction remarkable and memorable.
• Act as a voice of the player. Provide feedback to improve our products, tools, policies, and procedures; all in an effort to create delightful experiences at every opportunity.
• Collaborate with the Player Experience Leadership to shape the future of Wildlife.
• Collaborate with product and player-facing teams to maximize positive business impact.
• Work in a challenging and fun environment to produce exceptional results.

What you’ll need

• You have at least 2 years of experience in a Contact Center Environment.
• You have at least 1 year of experience supporting players in a public setting (forums, social media, public review responses, etc.)
• You are an empathetic person.
• Strong written and verbal communication skills are a must!
• A passion for and experience with a variety of games, especially on mobile!
• Ability to act as a public face of Wildlife and engage with our players in a variety of online public settings with a fun and professional tone.
• A thirst for knowledge and desire to constantly learn, improve, and expand perspective.
• Confidence to make judgement calls to provide the best experience possible for players.
• Desire to work in a fast-paced environment where change is not only expected, but seen as an opportunity for positive improvement and innovation.
• You have fluent written and spoken English. Fluency any of these additional languages is a big plus: Russian, Japanese, Korean, Chinese, German or Italian.
• Experience working with confidential personal and business information.
• Strong Attention to detail is a must!
• Ability to work a variety of shifts is preferred.
• A higher education degree is preferred, but not required.

We welcome people from all backgrounds who seek the opportunity to help build the best gaming company, where everyone thrives