Customer Support Advisor

• Do you enjoy helping customers with complex issues?

• Are you a champion of customer-first processes?

• Do you have an interest in competitive video gaming?

If the answers to the above questions are yes, then this role could be ideal for you!

In this role you will join the Support Organization at GRID, a team of 10+ customer-facing Support Agents across the globe where a professional client-first mentality is crucial to delivering customer service excellence.

You will be involved in various activities before, during and after esport tournaments, working with our partners (Tournament Organizers, Game Publishers) and customers (which include esports, media and betting household names) to ensure tournaments are running smoothly and relevant game data is properly captured, processed and distributed in a timely manner. 

You will play a key role in the recording and reporting of technical and data issues to help us identify technical or process issues.

You will engage with customers through email, Slack, Discord, Skype and Teams to ensure customers' questions and issues are quickly acknowledged and resolved as soon as possible or escalated to the engineering team if needed.

This position will involve

• Core working hours during 10PM UTC to 6AM UTC time, so ideal for someone encompassing timezones UTC+8 ➔ UTC+11

• Working weekends and 3 days of the week

Requirements

What you will do 

• Collaborate with esports tournament organisers  to ensure content is correctly set up for GRID to collect data

• Communicate with clients, answering questions and solving issues where required

• Help improve the GRID product suite based on customer feedback and defects you’ve identified

• Record data quality issues and process issues 

• Take responsibility for daily customer relations to support GRID’s vision of providing unparalleled world-class customer service and support, including interacting with customers and answering customer enquiries or issues via email, live chat (Slack, Skype, Discord, Teams)

• Expand on game and GRID product knowledge to improve our service quality

• Contribute daily to our knowledge base to share your knowledge with grid employees, partners and customers.

Your skills will include

• Championing customer-first mentality

• An interest in competitive video games (CS:GO, Valorant, Dota 2, PUBG with other games a plus)

• General understanding of esports tournaments 

• Previous experience in customer-facing Support roles

• Experience with collaborative tools such as Slack, GSuite, Discord, Teams

• Some level of computer science knowledge would be a plus

• Available to work shifts and weekends if required

• Excellent written and spoken English, with other languages a plus

About our culture

• Flexibility: Work from the place that inspires and motivates you the most! From our awesome Berlin/ Wroclaw offices to the comfort of your own home. Meet up in-person with your colleagues every so often, making use of the travel opportunities GRID offers

• Sustainability: We’re not a typical start up. We want our employees to be rested and able to perform. We offer a generous vacation allowance (28+ days a year) and the opportunity to speak with professional counselors to support mental health - covered by the business

• Pragmatic: GRID thrives on being pragmatic, allowing us to make the best decisions, rather than keeping to rigid processes and procedures that don’t work well for us

• Fostering growth: Empowering employees who are determined to grow by providing a self-development budget and strong career advancement opportunities. Support from your teammates to guide and encourage you to grow in your desired professional field

• Company culture: We believe a diverse industry is best served with an inclusive and