Customer support advisorGRID eSports GmbH

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
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 wherever you want, in the office, from home, or wherever inspires and motivates you. Meet up in person with your colleagues every so often, making use of the travel opportunities GRID offers. FTC for those based in Germany, Poland, Sweden
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 counsellors 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 a diverse workforce, and we are a great place to work, with recent employee surveys showing over 98% workplace satisfaction
About GRID
Founded in 2018 in Berlin, GRID offers the GRID Data Platform to the esports & games industry. Specialized in in-game, play-by-play data, GRID curates data for game developers and tournament organizers and leverages its data platform to unlock the potential of the right holders' data assets for the purposes of storytelling, fan engagement, and integrity.
GRID's official data partnerships cover multiple partnered rights holders (data sources), and integrated commercial data consumers, covering 15+ game titles. The partners' list includes industry leaders such as BLAST Premier, PGL, WePlay Esports, Riot Games (VALORANT), and Krafton (PUBG).
If you have the ambition and desire to work at the forefront of cutting-edge industry projects, then GRID is the place for you.
For more information please visit .
Apply today to find out more and begin your journey!
GRID eSports GmbH

Manila City, Metro Manila
Permanent
Full-time