Senior Customer Support Analyst

About Driffle:

Driffle is a digital goods marketplace that connects gamers with worldwide sellers. We are a team of gamers with the aim of making gaming accessible and affordable to everyone. We have seen 20x growth in past 6 months and are rapidly scaling. We offer a wide range of products including games, gift cards, DLC subscriptions, and game points for platforms like Nintendo, Xbox, PSP, and PlayStation.

About the Role:

We are seeking Customer Support Analysts to join our team and be responsible for assisting our customers with their inquiries, concerns, and complaints post-sales. The successful candidate will be responsible for providing exceptional customer service through phone, email, chat, and social media.

Key Responsibilities:

• Responding to customer inquiries, concerns, and complaints via email.
• Resolving customer complaints and escalating issues as needed to the appropriate department.
• Identifying areas of improvement in the customer service process and providing feedback to the management team.
• Meeting and exceeding customer service metrics, including response time, resolution time, and customer satisfaction scores.
• Serve as the main point of contact for customer inquiries, concerns, and feedback, and respond in a timely and professional manner.

Requirements:

• Excellent communication skills, both written and verbal, with the ability to articulate complex concepts to non-technical stakeholders.
• 2+ years of experience in Email Support or customer support, preferably in a product or gaming company.
• Excellent problem-solving skills with the ability to identify and resolve customer issues in a timely and effective manner.
• Comfortable working in a fast-paced and dynamic environment.
• Knowledge of customer service best practices, techniques and Freshdesk.

*Please note:* This position requires a 6-day work week with no week off on the weekends and will be a rotational shift.