Customer Support Associate

Kabam, Inc. (“Kabam”) creates, develops, and publishes massively multiplayer games that are available to a global audience on mobile devices via its own dedicated channel in the Apple App Store, Google Play, and the Amazon Appstore.

As a Customer Support Associate, you will help Kabam players by understanding their needs, providing expertise, responding quickly and effectively to inquiries via email, while being their advocate with the game development team.

* Serve as first point of contact to handle and resolve our most important player inquiries via email * Achieve customer satisfaction, quality, and productivity metrics * Utilize CRM tools to investigate and respond to player inquiries * Identify and escalate in-game issues for research, while being a strong player advocate * Inform leadership of status and reported in-game issues * Deliver world-class customer service by following established departmental policies, processes, and standards * Craft customized responses to address all facets of player issues * Keep up-to-date with latest game changes and community trends by playing Kabam games throughout the week

* Excellent communication and interpersonal skills * Eloquent writing skills and the ability to handle our most important players * Patience, empathy, and ability to understand customer needs and provide solutions * Strong organizational skills and an ability to multitask * Desire to work well in a fast-paced team * Technologically sophisticated and love to play free to play mobile games * Passionate about gaming in general * Skilled in identifying and documenting reproduction steps for potential game bugs * BA or BS degree a plus * Previous customer service or free to play gaming experience is a must