CSN Support Agent

Job description

The CSN Support Agent will work closely with the CSN Product Team to assist Customer Service in handling CSN-related inquiries. This role provides real-time support via the CSN internal chat room and manages tickets submitted through the TMS system by players or other departments.

The agent will also be responsible for coordinating with third-party providers to ensure timely and thorough issue resolution. Meeting service level KPIs for both response time and quality is expected. This position is considered an entry point into the CSN Product Team.

KEY RESPONSIBILITIES

• Provide prompt and accurate support in the CSN Rocket Chat room to help Customer Service resolve player issues on first contact.
• Manage TMS tickets from creation to closure, including those submitted by players and internal departments, ensuring a complete resolution is shared with the player via email.
• Coordinate with third-party providers on player concerns, hold them accountable for their resolution SLAs, and communicate outcomes to players.
• Escalate urgent matters or customer-facing issues to your manager as needed.
• Support Junior Product Specialists in executing backend and product-related tasks across the CSN platform.

QUALIFICATIONS AND REQUIREMENTS

• Formal education in English or equivalent proficiency.
• Excellent written and verbal communication skills in English.
• Strong understanding of and genuine interest in CSN products.
• Minimum 2 years' experience in a similar support role within the interactive entertainment or online services industry.