Position: Player Experience Agent
Company: Academy Smart Ltd.
Category: Support
Experience required: 1y
English level: fluent

Academy SMART invites a Player Experience Agent to its team.

Required skills:

At least 1-year experience in a similar role;
Native-level English – a must;
Strong work ethic, sense of responsibility, and high level of attention to detail;
Ability to work in a team and independently, as well as with minimal supervision;
Time management skills to enable prioritization of tasks;
Self-starter, efficient, and organized;
Excellent social skills and strong ability to operate multiple applications and platforms.

Would be a plus:

French, Spanish, Japanese, or Russian;
Experience working with Zendesk/Asana;
Experience with content writing.

Responsibilities:

Review incoming questions, feedback and issues – technical, game related and purchases;
Organize, tag, and/or answer based on the defined protocol via the support tool;
Detect trends in inquiries and analyze the reason behind the complaint;
Ensure that the information shared with players is up-to-date and correct;
Report technical issues, bugs and feedback to the relevant teams (Production, Art Marketing, etc.);
Be a customer oriented attentive point of contact;
Suggest ideas for improving player experience and/or our processes.

We offer:

20 working days of paid vacation per year;
Official holidays of Ukraine – days off;
Modern equipment for work;
Corporate events;
External and internal training: conferences, professional events, courses, TechTalks;
English speaking club.

Project description

Ilyon keeps growing; we are looking to add more talent to our Player Experience team! Our casual mobile games have hundreds of millions of downloads worldwide, and we are in the production of our next titles. This is an opportunity to join a leading company and be part of an outstanding and dynamic team.
Ilyon is looking for an experienced customer support representative to work with the Player Experience team in analyzing requests and feedback and take adequate actions in order to keep our audience satisfied and engaged. You would mostly work on our biggest games and/or new games.