Onsite SME & Shift Lead: Gaming Support Coach

GameOps Inc.; Eastern Manila District; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

GameOps Inc. is seeking a Subject Matter Expert with strong product and process knowledge to be the go-to person for the team, support agents, handle escalations, and provide coaching. There is potential to grow into a leadership role.

You will monitor ticket quality, identify recurring issues, assist with agent training, and keep documentation up to date while communicating clearly with clients and the team.

Qualifikationen

• At least 2 years of experience in a leadership, supervisory, or SME role
• Bachelor’s degree in any field
• Strong knowledge and experience in MMORPGs and/or other video game genres
• Experience playing video games across different genres and platforms is a plus
• Excellent verbal and written English communication skills
• Strong comprehension, analytical, critical-thinking, and problem-solving skills
• Ability to effectively identify, assess, and resolve complex issues
• Ability to provide guidance, coaching, and support to team members on process and product-related concerns
• Strong ability to analyze information and make sound decisions based on available data
• Proficient in Microsoft Office Suite and other relevant computer applications
• Strong interpersonal and communication skills
• Good data entry and typing skills
• Willing to work onsite in Ortigas Center, Pasig City
• Willing to work on holidays and on a shifting schedule

Aufgaben

• Serve as the go-to person for product and process-related questions.
• Support agents with complex or critical concerns and handle escalations when needed.
• Identify recurring issues and trends and raise them to the appropriate team.
• Assist with agent training and coaching using available resources and process guidelines.
• Monitor ticket quality and provide feedback to help improve performance.
• Communicate resolutions and updates clearly to both the client and the team.
• Prepare reports and provide daily updates through email.
• Keep documentation accurate and up to date.
• Stay informed about new processes, policies, and changes, and help the team adapt accordingly.
• Keep supervisors and management updated on important concerns, issues, and developments.
• Monitoring attendance and team availability.
• Distributing workload and managing break schedules.
• Monitoring team updates, productivity, and quotas.
• Ensuring the team follows processes, policies, and guidelines.
• Addressing day-to-day concerns and making decisions when needed.
• Working closely with the team to keep operations running smoothly.

Kenntnisse

Leadership experience

Supervisory experience

SME experience

English communication

Analytical thinking

Problem solving

Data entry

Team coaching

Interpersonal skills

MS Office

Ausbildung

Bachelor’s degree

Tools

Microsoft Office Suite

Jobbeschreibung

GameOps Inc. is seeking a Subject Matter Expert with strong product and process knowledge to be the go-to person for the team, support agents, handle escalations, and provide coaching. There is potential to grow into a leadership role.

You will monitor ticket quality, identify recurring issues, assist with agent training, and keep documentation up to date while communicating clearly with clients and the team.