Player Services Representative

Scopely is looking for a Player Services Representative to join our TriPeaks Studio in Bangalore

At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily. 

Tiki Solitaire TriPeaks is a top grossing solitaire game. The close knit team has an outstanding culture where they embrace and respect each other as individuals and equals.

About the Role:

The Tiki Solitaire Tripeaks Player Services Representative is empowered and encouraged to provide outstanding customer service to enhance customer satisfaction and player retention. This individual achieves this by conducting in-depth research into player questions and concerns while maintaining a courteous and respectful tone and demeanor. 

What You Will Do

• Provide timely, respectful and personalized support to Solitaire TriPeaks players.
• Take ownership of player issues and investigate technical, functional and billing concerns through resolution.
• Use the knowledge base, website and internal support tools to research issues and provide accurate responses.
• Escalate unresolved or high-impact issues to the appropriate teams, ensuring clear documentation and follow-up.
• Collaborate with Product and QA teams to investigate, reproduce and help resolve live-game bugs.
• Track, analyze and report player feedback to identify trends, anomalies and potential wider issues.
• Represent the player’s voice by sharing insights with Player Services, Product, Analytics and Marketing, and advocating for improvements.

What We’re Looking For

• 2-5 years of customer service experience for consumer products and mobile and online games a plus
• Excellent organizational and planning abilities, capacity to manage various activities, and ability to work in a time-critical, fast paced environment
• Experience using various Operating Systems and documentation tools
• Ability to remain composed and professional when faced with a significant volume of customer concerns and difficult situations and Exceptional attention to detail.
• Team player: collaborative, willing to assist, goes above and beyond, and shares ideas
• Prior experience working with a brand known for its customer-centric approach
• Willing to work a flexible schedule that will include weekends (Saturday/Sunday). May include rotating shifts, on-call shifts, and/or holiday work
• A demonstrated proficiency and mastery over the English language, both written and spoken. Helpshift and Jira experience is a plus

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!