Support Operator EMEA (m/f/x)

GRID; Wrocław; Ibrido; PLN 48.000 - 72.000; Tempo pieno

Descrizione del lavoro

GRID eSports GmbH in Wrocław is seeking a dedicated Support Agent to join our global team. You will assist customers across channels (email, Slack, Discord, Telegram, Teams) and work with tournament organizers and publishers to ensure data is captured, processed, and distributed accurately.

You will troubleshoot data issues, escalate to engineering when needed, and contribute to knowledge bases while expanding your understanding of esports titles and GRID products.

Competenze

• Experience in a customer-facing support role.
• Interest in esports and tournaments.
• Excellent written and spoken English.
• Willingness to work shifts and weekends if required.
• Familiarity with esports formats and rules.

Mansioni

• Collaborate with esports tournament organizers to ensure content is configured for GRID to collect and distribute official data.
• Monitor live esports data feeds to ensure accuracy and uninterrupted delivery to clients.
• Identify and resolve real-time data discrepancies, delays, or feed issues, escalating when necessary.
• Communicate with clients to resolve operational or data-related questions across multiple channels.
• Help improve the GRID product suite based on customer feedback and defects identified.
• Log and track data quality and process issues.
• Continuously develop knowledge of esports titles and GRID products to enhance service quality.
• Contribute daily to our knowledge base to share knowledge with GRID employees, partners, and customers.

Conoscenze

Customer-first mindset

Competitive gaming interest

Esports knowledge

Customer-facing support

Collaboration tools

English proficiency

Shift and weekend readiness

Strumenti

Slack

GSuite

Discord

Teams

Descrizione del lavoro

• 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 esports 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

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

• Available to work shifts and weekends if required