Job Purpose:
- The team you'll be joining is responsible for offering 1st level support for internal online related matters.
- The team provides a 24/7 support for all Gameloft games from different locations.
- Your role is to monitor systems, provide assistance, feedback and guidance to issue reporters based on established procedures.
Main Responsibilities:
- Providing 1st line technical support; answer support queries via email or chat.
- Maintaining a high degree of internal customer service for all support queries and adhere to all service management principles.
- Taking ownership of user problems and be proactive when dealing with user issues.
- Identifying the issue and categorizing / prioritizing the incident.
- Referring knowledge base for workaround / resolution and attempting resolution.
- Ability to work effectively in a dispersed team and individually.
- Escalating problems to the next level of support or specialized teams when necessary.