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Senior Customer Support Executive

Kwalee

  • Job Title - Senior Customer Support Executive 
  • Reports Into - Customer Support Team Lead
  • Location - Bangalore, India
A Little Bit about Kwalee….

Kwalee is one of the world’s leading multiplatform game developers and publishers, with well over 900 million downloads worldwide for mobile hits such as Draw It, Teacher Simulator, Let’s Be Cops 3D, Airport Security and Makeover Studio 3D. We also have a growing PC and Console team of incredible pedigree that is on the hunt for great new titles to join TENS!, Eternal Hope, Die by the Blade and Scathe.

What’s In It For You?

  • Hybrid working - 3 days in the office, 2 days remote/ WFH is the norm

  • Flexible working hours - we trust you to choose how and when you work best

  • Profit sharing scheme - we win, you win 

  • Private medical cover - delivered through BUPA

  • Life Assurance - for long term peace of mind

  • On site gym - take care of yourself

  • Relocation support - available

  • Quarterly Team Building days - we’ve done Paintballing, Go Karting & even Robot Wars

  • Pitch and make your own games on Creative Wednesdays! 

Are You Up To The Challenge?

As our Senior Customer Support Executive you’ll be based out of our Bangalore Studio. Your job will be to help solve customers queries related to payments, accounts and technical troubleshooting using a variety of text based support channels.

As Kwalee’s Senior Customer support executive you’ll be expected to address queries professionally and personally utilizing clear written communication. Senior Customer representatives will be required to coordinate with Customer support leads, Managers and other departments for timely resolution of customer queries. 

 Your Team Mates

Senior Customer Support Executive will be based out of our studio in Bangalore and reporting directly to Team Lead Customer Support. You will be responsible for training/mentoring and managing the quality of Jr. and regular customer support executives. You’ll also be helping the lead with various reporting and department duties.   

What Does The Job Actually Involve?

  • Follow established protocols to respond to customer Queries/Tickets

  • Respond to customer queries through webmail and chat as determined by leadership staff based on volume, demand, and staffing needs

  • Address customer concerns and inquiries by interacting in a professional and friendly manner

  • Use a computer to accurately record customer interactions and support transactions

  • Use provided resources and connect with other department to research customer issues

  • Identify and escalate new issues per specified protocol to the Customer Support Lead

  • Train/Mentor/Develop Jr. staff

  • Help the Customer support Lead to build process and training documentation

  • Complete tasks as assigned by supervisory staff

  • Generate Report as asked by the Customer Support Lead and Managers

  • Participate in training and development activities

  • Come up with ideas and suggestions for improving processes and customer experience

Your Hard Skills

  • 4 years experience in Customer Support process with 2 years in Game Support

  • Excellent written and verbal English communication

  • Excellent Documentation skills

  • Ability to work in shifts 

  • Passionate commitment to satisfying customers' needs.

  • A passion for video games.

  • Highly motivated team player with the ability to work independently.

  • Must be detail-oriented and well organised.

  • Strong problem solving & analytical skills.

  • Ability to deal with high stress situations and manage irate customers.

  • Scheduling flexibility including nights, weekends, and holiday hours.

  • Ability to work overtime when needed.

  • Ability to work with diverse groups, including those who speak English as a second language.

  • Proficient with MS Office and spreadsheets etc. 

  • Technical degree from a reputed university is preferred.

Your Soft Skills

Kwalee has grown fast in recent years but we’re very much a family of colleagues. We welcome people of all ages, races, colours, beliefs, sexual orientations, genders and circumstances, and all we ask is that you collaborate, work hard, ask questions and have fun with your team and colleagues. 

We don’t like egos or arrogance and we love playing games and celebrating success together. If that sounds like you, then please apply.

A Little More About Kwalee

Founded in 2011 by David Darling CBE, a key architect of the UK games industry who previously co-founded and led Codemasters, our team also includes legends such as Andrew Graham (creator of Micro Machines series) and Jason Falcus (programmer of classics including NBA Jam) alongside a growing and diverse team of global gaming experts.

Everyone contributes creatively to Kwalee’s success, with all employees eligible to pitch their own game ideas on Creative Wednesdays, and we’re proud to have built our success on this inclusive principle.

We have an amazing team of experts collaborating daily between our studios in Leamington Spa, Lisbon, Bangalore and Beijing, or on a remote basis from Turkey, Brazil, Cyprus, the Philippines and many more places around the world. We’ve recently acquired our first external studio, TicTales, which is based in France. 

We have a truly global team making games for a global audience, and it’s paying off: - Kwalee has been voted the Best Large Studio and Best Leadership Team at the TIGA Awards (Independent Game Developers’ Association) and our games have been downloaded in every country on earth - including Antarctica!

Location: Bangalore, India
Date found: 2022-11-11

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