Lowongan Kerja Jakarta Raya Posisi Customer Support Specialist di Tripledot Studios

Customer Support Specialist

Department: Company Support

Employment Type: Full Time

Location: Jakarta, ID

Compensation: Rp8,000,000 – Rp10,000,000 / month

Description

About Tripledot Studios

Tripledot Studios was founded by a team of industry veterans from some of the biggest names in mobile games such as King, Peak Games, Facebook, and Product Madness.

• Tripledot won Tech Growth Business of the Year 2021!
• The Financial Times awarded Tripledot the Fastest Growing Business in Europe in 2022
• PocketGamer just awarded us Best Mobile Developer 2023

We are a rapidly growing mobile games studio, offering a great environment to attract the top talent. Our mission is to bring the knowledge and experience of a chart-topping mobile games company into a close-knit, collaborative environment.

Our guiding principle as a team is that when people love what they do, what they do will be loved by others. The studio is filled with people who love taking things apart and figuring out how they work. We enjoy problem-solving and most importantly, we LOVE making games!

About Live Play Mobile

Live Play Mobile is disrupting social gaming with a new type of mobile experience. With global operations in London, San Francisco, Los Angeles and Ukraine.

Having recently joined forces with Tripledot Studios, Live Play Mobile is disrupting social gaming with a new type of mobile experience. Following Tripledot’s recent valuation at $1.4B, Live Play Mobile is excited to join them in the next stage of growth, something that YOU can be part of!

Sitting at the intersection between gaming and television, we aim to enrich our players’ lives with real human interaction as the frontrunner of live hosted gaming on mobile, bringing world class broadcast entertainment to the palm of your hand, 24/7.

About the Role

We’re seeking a dedicated Customer Service Specialist to join our team in Jakarta, covering night shifts and weekends. Your primary responsibility will be to handle customer tickets, ensuring players receive outstanding service and assistance.

Key Responsibilities

• There will be a 6-week onboarding process, during which you will receive training from our existing team, gradually transitioning to your designated shifts.
• Your designated shifts will be Saturday to Wednesday, 00:00am – 9:00am Jakarta time
• Provide support to customers, assisting with basic issues through company-provided channels
• Manage web tools designed for customer support
• Escalate complex problems to the appropriate manager when needed
• Identify recurring problems and create templates for resolutions
• Notify Leads of recurrent issues to prevent further cases
• Stay updated on workflow changes, operational guidelines, policy updates, and Community Standards
• Offer basic customer support across app reviews on Google Play Store and iTunes, social media inbox messages, and other channels as required
• Analyse trends and insights to improve player experience and provide recommendations for process, policy, and product improvements
• Consistently meet performance targets set by management

Skills, Knowledge & Expertise

• Advanced English (verbal and written)
• Experience in customer support for a consumer mobile product
• Experience working with ticketing systems (familiarity with Zendesk, ZohoDesk, or similar systems is a preference)
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving and communication skills

Benefits

• Competitive Salary
• Regular company events and rewards
• Breakfast & Lunch for employees who work in the office
• Health Insurance
• BPJS KETENAGAKERJAAN – Old-age Security, Pension Security, Employment Injury Security, Death Security
• BPJS KESEHATAN – covers health problems, including inpatient, and outpatient
• Employee Assistance Program
• Festive Allowance (THR)

About Tripledot Studios

We are Tripledot Studios, a fast-growing studio, lead by a team of industry veterans from some of the biggest names in mobile games. Our mission is to bring the knowledge and experience of a chart-topping mobile games company into a close-knit, collaborative environment. Our teams drive projects together from conception to launch in an indie-style process combining creativity and data to make games that can be enjoyed by everyone. We are guided by the belief that when we love what we do!

The Tripledot team is made up of incredible people with experience at some of the biggest companies in gaming. We are serial creators, always working on one pet project or another, and collaborate closely to bring those projects to life. Here at Tripledot Studios, we are building the Apollo program of games, finding the best of the best and empowering them to do what they do best. That’s the only way you reach the stars.

We embrace diversity, equity and inclusion, and we believe that our differences are our greatest strength. We work hard, but we also value work-life balance and prioritise the well-being of our Tripledotters.