JOIN FIREFLYGAMES

Live Operations

Description

Summary        

As a User Experience Agent, you will help players have the best experience possible in their gaming time with us. You will be providing your expertise and support in responding to player inquiries and tickets. As a User Experience Agent, you will have a focus on understanding the mentality of gamers in our community as a GM as well and focusing on driving a positive experience across all areas where players are having issues with our games and areas where they communicate with us. 

About us

Firefly Games was founded in 2014 and is a publisher and developer of mobile games for iOS and Android. Our team has a history of launching highly successful titles in the past, and carries many years of experience from leading game and film companies in the US and China. Our goal is to only bring the best of mid-core to hardcore games from worldwide territories to our gamers in the US.

Responsibilities 

  • Serve as first point of contact to handle and resolve customer inquiries
  • Achieve customer satisfaction and production metrics
  • Use CRM tools for tracking and responding to player inquiries
  • Identify and report in-game issues for analysis and report to related teams
  • Contribute to establishing world-class customer service policies, processes and standards
  • Communicate status of issues or requests to leadership team
  • Write email templates and educational FAQ’s

Requirements 

  • Previous customer service experience (preferably in tech or gaming)
  • Excellent communication and interpersonal skills
  • Passionate about gaming
  • Articulate writing skills
  • Patience, empathy and ability to understand customer needs and provide solutions   
  • Technologically savvy
  • Ability to multi-task while working well in a fun, fast-paced environment
  • BA or BS degree preferred 

Hours
Full-Time

Compensation
Entry to associate level position. Salary is based on experience 

Misc.
If you are interested in this opportunity please e-mail jobs@fireflygames.com.

 

APPLICATION

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