Tech Support & QA Representative

About Game Analytics

From indie developers, games studios, to established publishers, GameAnalytics is currently the #1 analytics tool for anyone building a mobile game. Our network includes +100,000 games, which are played by more than 2 billion people each month.

What’s our mission? To help game developers make the right decisions based on data. And by joining our team, you’ll be working on new and innovative products to help tens of thousands of people in the industry do just that.

About the team

Our support team works closely with our customers, as savvy problem-solvers. Support representatives help answer product questions, investigate any reported issues, and deliver clear, useful solutions to both our users, and internal stakeholders.

As a member of the team, you’ll be expected to develop in-depth understanding of the workings and capabilities of each product. You’ll work closely with the product, engineering, and marketing teams to ensure that our products are performing according to expectations, our customers receive a great level of support, and our documentation is kept up to date.

What we are looking for

We’re looking for you to be a self-starter with a real passion for learning and self-development. Also, a geek at heart who loves to play around with the latest technologies and is interested in gaming.

• Answering customer tickets, handling ticket queues, updating customer interactions in a CRM system, and creating activity reports as needed.

• Closely tracking SLA and customer satisfaction metrics and maintaining a top-tier level of service.

• High responsiveness to customer queries, prioritisation of issues and escalation to other members of the team where necessary.

• Ensure our documentation is the best it can be, by keeping it up to date, writing and improving articles on an ongoing basis.

• Talk confidently with users about a range of issues regarding the GA platform, collaborating with more experienced members of the team as required.

• Improving user satisfaction and trust by owning issues through to completion, providing prompt updates and delivering against any commitments made to the user.

• Perform QA of new and existing features, such as testing features being implemented by the product development teams.

• Assist in our GDPR compliance process by contributing to the audit process of games on our platform, or implementing customer data requests.

Requirements

• Solid understanding of technology, software development practices, databases and data processing tools.

• Good understanding of gaming in general and mobile gaming in particular.

• Great written communication and interpersonal skills -- able to build rapport with a wide array of people using virtual communication channels.

• Engineer mindset – always looking to understand how things work, and to problem solve in the most effective way.

• Client centric, get-things-done attitude, responsiveness and a continual focus on customer experience.

Desirable:

• A solid academic background in IT/computer related, physics, maths or engineering discipline.

• Basic understanding of the following: Hardware and peripherals including PCs, laptops and printers.

• Previous experience in an application support related role.

• A games industry background (or real passion for games) is a big bonus!

 Benefits

• Remote working flexibility – or part time remote

• (When in office) Food, snacks and drinks

• Entertainment Area

• 25 Days paid holiday (excluding bank holiday)

• Company sickness leave

• Parental and guardian leave

• Additional compassionate leave

• “Work-from-Anywhere” Scheme

• Learning budgets

• Monthly social nights

• Expense phone bill

• Cycle to work scheme