Bioquimico Auxiliar

**RESPONSIBILITIES**
- Ensure all inbound player inquiries are handled in time of our Service Level Agreement (SLA)
- Maintain solid player relationships by handling questions and concerns with speed and friendliness.
- Follow up with customers to ensure technical issues have been resolved.
- Identify and escalate (real-time) incidents within the games or the community.
- Contribute to issue deflection initiatives such as self-help tools to improve player experience.
- Actively engaging with players in game-chat while maintaining a friendly environment (moderation).
- Analyze, confirm and report malfunctions within the games or on the platform.
- Weekly Reporting on user pain, feedback and operational incidents.
- Assist with South American Localization and participating with Community Events such as our Live Operations Events.

**MINIMUM QUALIFICATIONS**
- Bilingual proficiency in Spanish/Portuguese and English
- High School Degree or above
- 1+ Years’ experience working in a customer service, community management or related field
- Strong customer service ethic and great interpersonal communication skills
- Creativity, curiosity, and a willingness to learn and grow
- Ability to work well in a team
- Good writing skills
- Strong communication skills and the ability to adapt quickly
- Passion for video games and must have a certain understanding of mobile games
- Cheerful personality and be responsible at work
- Experience in customer service in the gaming industry a big plus

**PREFERRED QUALIFICATIONS**
- Avid Black Desert Online player
- Experience in assisting the shipping or managing support for at least one game / software product
- Experience working in the gaming, entertainment or tech industry a plus
- Strong familiarity with the game you will be supporting
- Ability to self-motivate and keep the project moving, especially when working solo
- Organized, dependable, knowledgeable and detail oriented
- May require evening and weekend hours.
- Experience with analytics tools -- such as Google Analytics, Tableau, SQL

Tipo de puesto: Tiempo completo, Medio tiempo