Technical Support Documentation Specialist (Remote)
GameAnalytics, Denmark
Job Description
About Game Analytics
From indie developers, games studios, to established publishers, GameAnalytics is currently the #1 analytics tool for anyone building a mobile game. Our network includes +100,000 games, which are played by more than 2 billion people each month.
What’s our mission? To help game developers make the right decisions based on data. And by joining our team, you’ll be working on new and innovative products to help tens of thousands of people in the industry do just that.
About the team
Our support team works closely with our customers, as savvy problem-solvers. Support representatives help answer product questions, investigate any reported issues, and deliver clear, useful solutions to both our users, and internal stakeholders.
As a member of the team, you’ll be expected to develop an in-depth understanding of the workings and capabilities of each product. You’ll work closely with the product, engineering, and marketing teams to ensure that our products are performing according to expectations and our customers receive a great level of support.
We’re looking for you to be a self-starter with a real passion for learning and self-development. Also, a geek at heart who loves to play around with the latest technologies and is interested in gaming.
What we are looking for
- Developing new how-to documentation in step by step formats, along with screenshots, or developing how-to videos, to help our customers learn how to use our software.
- reviewing our existing documentation when our software is updated and making appropriate enhancements.
- You'll examine help desk tickets and look for common questions that documentation could help answer, and then develop that documentation.
- A willingness to understand the GameAnalytics core product inside and out and be able to confidently answer customer tickets through the CRM system.
- Closely tracking SLA and customer satisfaction metrics and maintaining a top-tier level of service.
- High responsiveness to customer queries, prioritisation of issues and escalation to other members of the team where necessary.
- Talk confidently with users about a range of issues regarding the GA platform, collaborating with more experienced members of the team as required.
- Improving user satisfaction and trust by owning issues through to completion, providing prompt updates and delivering against any commitments made to the user.
- Perform QA of new and existing features, such as testing features being implemented by the product development teams.
- Assist in our GDPR compliance process by contributing to the audit process of games on our platform, or implementing customer data requests.
Requirements
- Familiar with technology, software development practices, databases and data processing tools.
- Good understanding of gaming in general and mobile gaming in particular.
- Great written communication and interpersonal skills -- able to build rapport with a wide array of people using virtual communication channels.
- Technical mindset always looking to understand how things work, and to problem solve in the most effective way.
- Client centric, get-things-done attitude, responsiveness and a continual focus on customer experience.
Benefits
- (When in office) Food, snacks and drinks
- 25 Days paid holiday (excluding bank holiday)
- Company sickness leave
- Parental and guardian leave
- Additional compassionate leave
- Work-from-Anywhere Scheme
- Learning budgets
- Monthly social nights
- Expense phone bill