Support Operator LATAM (m/f/x)

OpenKrill; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

GRID is seeking a dedicated Support Agent to join our global team. You will assist esports organizers, monitor live data feeds, resolve data issues, and communicate across Slack, Discord and Teams to ensure timely, accurate information for clients.

You will help improve GRID products based on feedback, contribute to the knowledge base, and continuously learn about esports titles such as CS2, Valorant, Dota 2. Weekend shifts may be required to support live events and tournaments.

Job description

• 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?
• Are you able to work on weekends?

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
• Available to work shifts and weekends if required
• Excellent written and spoken English, with other languages a plus