Sr. Support Specialist

Position Type: Experienced - Individual Contributor

Employment Type: Full-Time

Work Setup & Location:  WFH

Work Schedule: Flexible, Mondays - Fridays

Base Salary: 40,000-70,000

Industry: Software Solutions 

About the Job:

We are seeking a highly organized and customer-centric Support Specialist to join our growing team. As a Support Specialist, you will be the first point of contact for our community across various platforms, ensuring their support requests are efficiently triaged, resolved, and documented. You will play a crucial role in maintaining a positive and helpful support experience for our players and guild members.

Scope & Responsibilities:

● Triages incoming support requests across channels (e.g. Discord, Telegram, Linear, Slack) and teams within YGG
● Categorizes support requests based on urgency and nature, and assigns them to appropriate teams or individuals.
● Tracks and monitors support tickets to ensure timely resolution and adherence to SLAs.
● Escalates complex issues to senior support staff or relevant departments.
● Documents common issues and solutions in the knowledge base.
● Assists in maintaining internal knowledge base articles and FAQs.
● Identifies recurring issues and provides feedback to improve products, services, and processes.
● Handles escalated and complex support cases that require in-depth knowledge and expertise.
● Assists in developing and implementing support processes and procedures.
● Contributes to the creation and maintenance of support documentation and training materials.
● Monitors support metrics and identifies areas for improvement.
● Collaborates with other departments to resolve cross-functional issues.

Requirements

Requirements:

● Excellent communication and interpersonal skills.
● Customer-centric mindset and empathy.
● Proven ability to handle difficult customer interactions and resolve complex issues.
● Minimum 3 yrs experience in configuring and using support tools and ticketing systems, preferably Intercom.
● Experience in monitoring and reporting on support KPIs and SLAs.
● Experience in identifying and implementing support process improvements.
● Understanding of YGG's business.
● Ability to work independently and as part of a team.
● Excellent time management and organizational skills.
● Ability to work under pressure and meet deadlines.

About Likha Careers:

Likha is a traditional Tagalog (Filipino) word that means ‘to create’ or creation. At its core, Likha Careers exists to help create a world where people of all walks of life have the opportunity to participate in a positive and rewarding career where happiness, pride, and financial security …