Support Operator South America (m/f/x)

GRID eSports GmbH; Buenos Aires; Presencial; ARS 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

GRID eSports GmbH is seeking a customer-focused Support Agent to join our global team. You will help players, partners and clients via email, Slack, Discord, Telegram and Teams, resolving inquiries and escalating to engineering when needed.

You will monitor live esports data feeds, document issues, contribute to knowledge base, and collaborate with tournament organizers to ensure data accuracy and smooth tournaments.

Formación

• Customer-first mindset with a passion for esports.
• Interest in competitive video games and esports formats.
• Experience in customer-facing support roles.
• Familiarity with collaboration tools (Slack, GSuite, Discord, Teams).
• Some computer science knowledge is a plus.
• Available to work shifts and weekends if required.
• Excellent written and spoken English; other languages a plus.

Responsabilidades

• Collaborate with tournament organizers to ensure data is correctly configured.
• Monitor live esports data feeds for accuracy and uninterrupted delivery.
• Identify and resolve real-time data discrepancies and delays.
• Communicate with clients across multiple channels to resolve questions.
• Help improve GRID product suite from customer feedback and defects identified.
• Log and track data quality and process issues.
• Continuously develop knowledge of esports titles and GRID products.
• Contribute daily to the knowledge base for GRID employees and partners.

Conocimientos

Customer-first mindset

Competitive gaming interest

Esports knowledge

Customer-facing support

Collaboration tools

CS knowledge

Shift/weekend availability

English proficiency

Herramientas

Slack

GSuite

Discord

Teams

Descripción del empleo

• Do you enjoy helping customers with complex issues?

• Are you a champion of customer-first processes?

• Do you have an interest in competitive video gaming?

If the answers to the above questions are yes, then this role could be ideal for you!

In this role you will join the Support Organization at GRID, a team of 10+ customer-facing Support Agents across the globe where a professional client-first mentality is crucial to delivering customer service excellence.

You will be involved in various activities before, during and after esport tournaments, working with our partners (Tournament Organizers, Game Publishers) and customers (which include esports, media and betting household names) to ensure tournaments are running smoothly and relevant game data is properly captured, processed and distributed in a timely manner.

You will play a key role in identifying, documenting, and reporting technical and data issues.

You will engage with customers through email, Slack, Discord, Telegram and Teams to ensure customers' questions and issues are quickly acknowledged and resolved as soon as possible or escalated to the engineering team if needed.

What you will do

• Collaborate with esports tournament organizers to ensure content is correctly configured for GRID to collect and distribute official data

• Monitor live esports data feeds to ensure accuracy, integrity, and uninterrupted delivery to clients

• Identify and resolve real-time data discrepancies, delays, or feed issues, escalating when necessary

• Communicate directly with clients to resolve operational or data-related questions across multiple channels

• Help improve the GRID product suite based on customer feedback and defects you’ve identified.

• Log and track data quality and process issues

• Continuously develop your knowledge of esports titles and GRID products to enhance service quality and decision-making

• Contribute daily to our knowledge base to share your knowledge with GRID employees, partners and customers

Your skills will include

• A strong customer-first mindset

• An interest in competitive video games (CS2, Valorant, Dota 2, PUBG with other games a plus)

• Understanding of esports tournament structures, formats and rules

• Previous experience in customer-facing Support roles

• Experience with collaborative tools such as Slack, GSuite, Discord, Teams

• Some level of computer science knowledge would be a plus

• Available to work shifts and weekends if required

• Excellent written and spoken English, with other languages a plus