Customer Support

Donkey Crew is looking for experienced humans to join our international team of passionate artists and programmers at our newly established studio in the beautiful city of Wroclaw, Poland.

We are in the process of establishing a Community Service team within the Wroclaw area. This position is an on-site position with the ability to work remotely after a trial period. If you are enthusiastic about the PC & Console gaming industry and looking to work in an inspiring and growing environment, this is the job for you.

Responsibilities

• Translate incoming tickets from their native language into English
• Provide exceptional customer support via typed email and chat
• Convey a professional, positive, and passionate presence to employees and customers
• Maintain security and confidentiality of the Company and player privacy
• Be the subject matter expert for the game(s) you are assigned and for new products as they are introduced
• Collaborate with multiple teams to resolve a wide variety of customer issues across various support channels
• Identify, investigate and resolve game issues relating to player accounts and events
• Provide technical support by answering inquiries, solving problems, and troubleshooting issues using knowledge bases and published materials
• Respond to customer inquiries and provide resolutions according to our Game Master Guidelines
• Deliver timely and punctual responses to player questions and requests
• Provide exceptional organizational skills and organize data that could be escalated to other teams
• Flexibility, and willingness to quickly adapt to changes as game policies grow and progress.
• Practice consistent and clear decision making skills
• Proactively share knowledge with team members
• Utilize tools and resources to identify and resolve player inquiries
• Provide feedback to enhance workflow and the player experience

Requirements

• MUST be able to read and write fluently in English as well as one of the following: Russian, Portuguese, Chinese.
• 1-2 years Customer Support experience
• Exceptional verbal and written communication skills
• Typing speed of 50 WPM minimum
• Must be a gamer with a strong gaming background in PC/Console gaming
• Team Player
• Good project management and multitasking skills
• General knowledge of Microsoft Office and Google Office Suite
• High School Diploma or GED
• Ability to work in a fast paced environment and adapt to change

Preferred

• Knowledge of Zendesk
• Knowledge of sandbox and FPS games and modifications
• Previous admin experience on sandbox games
• Game industry experience
• College degree is preferred but not required
• Previous call center experience

Required Application Materials

• Cover letter required; submissions without a cover letter will not be considered.
• Resume
• Please tell us what some of your favorite games are and what you are currently playing and looking forward to
• Let us know why you are passionate gamer and why you want to be a part of our Customer Support team