Customer Service Contractor
Jackbox Games, United States
Job Description
Jackbox Games is looking for a part-time Customer Service Contractor to join our team!
Who are We?
Jackbox is a game studio best known for our Jackbox Party Pack franchise: a set of five social party games released every fall. Since 2014, our games--like Quiplash, Drawful, and Trivia Murder Party-- have been featured on The Tonight Show with Jimmy Fallon, by Polygon, and in living rooms and finished basements across the world.
In 2020, we had over 200 million users. And we have hard evidence that one of those users was Academy Award-winner Charlize Theron.
You can learn everything you ever wanted to know about how our games work (spoiler: your phone is the controller!) and who we are and what we make at jackboxgames.com.
What’s the Job?
We launched our own storefront where we sell Steam downloads of our games. The entire purchase process is managed by our team. Along with this came a surge in customer support requests and questions from people who are new to our games and needed assistance. We’ve also expanded our merchandise offerings, which has added new demand for customer service.
We are looking for a Customer Service Contractor to help respond to support tickets. The Customer Service Contractor will report directly to the Community Manager, but will work closely with the Quality Assurance and broader marketing team as well. The chief responsibility for this role will be helping ensure both established and new players are having the best experience possible with our games, as well as patiently supporting them when that experience does not meet their expectations. This candidate should plan to be available for 1-3 hours on the weekends at a reasonable time and depending on ticket volume, to respond to especially time-sensitive requests.
Requirements
- Help ensure that our customers receive patient, helpful, and timely support when they contact us via our support portal on ZenDesk. This will include:
- Responding to support tickets.
- Routing requests to other departments if their expertise is necessary.
- Help track and document bugs and issues to relay to the quality assurance team.
- Help track any potential issues with launches, patches, or promotions to share with Marketing.
- Assist in changes, corrections, and/or content moderation to custom merchandise and physical product orders.
- Assist the Social Media team by directing help questions to our support portal.
Ideal Candidates Will Have...
- At least a few years of relevant experience in customer service, or a related field using similar skills. Experience in retail, service, or hospitality is relevant!
- Strong writing skills. You will be interfacing directly with our customers, and need to be able to communicate effectively with solid grammar and spelling skills.
- Passion for our games and for our customers.
- Patience. As with any customer service job, there are going to be trying support tickets and messages and we want to be realistic about that. You will need to be patient, polite, and supportive regardless of the circumstances.
- A team player mentality. Responding to tickets will sometimes mean coordinating with other team members in other departments for their expertise and experience.
- Strong knowledge of our games and the platforms we use. We don’t expect you to know everything right away, but a base level of familiarity with Jackbox Games as a player is important.
We should note that due to the nature of this job, you may encounter user generated content (drawings or writing) that is offensive, racist, sexist, or generally derogatory. Part of this role will involve addressing issues related to offensive user generated content and we want the person accepting this role to be aware of this in advance.
But It's Great If You Also Have
- Prior experience with WordPress, ZenDesk, HappyFox, Jira (or a similar project management software) or Shopify.
- Experience with another digital customer support-focused platform.
- Experience with eCommerce in general.
- The ability to talk through basic troubleshooting tips when operating one of the platforms our games run on.
Requirements
Ideal candidates will align with our following values:
- Craft: the skills, effort, and wisdom it take to excel in the work we do
- Results: focusing our efforts to deliver value to the company and those who play our games
- Teamwork: Making the most of our combined talents to achieve our goals
- Communication: The respectful exchange of information in order to minimize misunderstandings, confusion, and other pitfalls of working in a group
- Agility: Moving quickly with clarity and coordination to a shared destination