Junior Technical Player Support Agent
Junior Technical Player Support Agent
Posted on :
15-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-04-2025
Job Description
Want to be part of something new and exciting
As a Technical Player Support Agent you will support the team and serve as the point of contact between the client facing and technology teams. To be successful in this role you will bring with you experience with Tier 2 escalation issues and the ongoing daily support of Tier 1 team members across multiple apps.
On our Player Experience team you will have a unique opportunity to learn about our games use a wide variety of tools and hone your customer service skills! We are researchers educators troubleshooters and problem solvers who are involved in every aspect of the business. As the first line of contact for the player we represent the company and the games; as the direct conduit between the player and the company we advocate for the player experience and give a voice to their concerns. You will be empowered to turn negatives into positives as you seek the best solution for our customers both internal and external.
We have players playing our games around the clock so we need to ensure they are able to reach one of our Agents at any given time. In this role you will need to be flexible working Sunday to Thursday after completing a 5week training which will be conducted Monday to Friday. Our studio is a hybrid environment with one collaboration day inoffice per week.
Your Mission
Responsible for techrelated escalated customer support inquiries
Document investigate triage test and report to our international developer teams any system bugs and issues through JIRA
Update knowledgebase/documentation in Confluence
Identify opportunities for process and system improvements for internal team members as well as customers
Provide feedback to product team to improve systems and strive for positive enhancements to our features products and apps for our customers
Your XP Badges and Skill Tree
12 years experience with a mix of customer and technical support in the webdomain utilizing structured tools and methodology
Experience with GSuite of Products (Docs Sheets Gmail etc.
Experience with Microsoft Office (Word Excel PowerPoint and Outlook)
Ability to work with remote team members in various geographic locations
Excellent organizational multitasking and timemanagement skills
Interest about how games and systems work
Excellent written and verbal communication skills
Ability to interface with multiple teams and multiple levels of management
Must be able to work in our hybrid environment based out of our Seattle WA office
Other Superpowers and Abilities
Bachelors degree preferred
Experience with ZenDesk or other gamebased CRM systems
Experience with Atlassian products (JIRA Confluence etc.
Experience with desktop and mobile operating systems (Apple MacOS Microsoft
Windows Google Android Apple iOS etc.
The Payout
DoubleDowns starting hourly range for this role is $20.67 $26.44 plus short term incentives with the opportunity to grow up to $31.73 an hour. Any final compensation will be offered in alignment with the position leveling and range considering the candidates specific skills qualifications & experiences.
To top it off youll love our benefit package.
We offer medical dental vision maternity/paternity leave a monthly connected work benefit group life insurance and AD&D disability protection (short and longterm) a 401(k) employer match and both traditional and Roth plans.
Every team member receives 15 days of vacation 56 hours of sick time 2 personal floating holidays and 12 paid company holidays per year prorated based on hire date.
With everything thats going on in the world right now weve got your back!
o Our excellent Employee Assistance Program gives you access to 5 free counseling sessions per situation.
o And finally to give you peace of mind ID & Legal Shield provide around the clock identity theft protection and legal support.
Do you have fur babies at home We offer discounted access to pet insurance.
Combine all of this with our amazing work/life balance and you have the dream job! If you want to learn more visit our site here.
Be a key player at DoubleDown!
We are a global gaming company that has distributed teams in the US Asia & Europe. Our Seattle office is the hub for all things Marketing and Business Operations! As a leader in the social casino space we are excited to explore beyond our social casino roots and focus on creating multiple allnew casual and midcore franchises. Located in Seattles International District we are known for our fun and collaborative culture as we work to deliver exciting game experiences to all sorts of gamers.
The Landscape
We work in a hybrid environment based out of our Seattle WA office where teams are expected to collaborate in the office for a minimum of 1 day per week on Tuesdays. In person collaboration is an important part of making awesome gaming experiences and we look forward to working together both virtually and in person!
Rewards and Perks
Since our office transitioned to a hybrid work environment the cool things we do for employees look different. Here is a glance at some of the fun things we do as a company!
Hungry Throughout the year anticipate snack boxes courtesy of SnackMagic!
Does your home office need some comfort Those who are local to Seattle can take advantage of our office chair lending program!
Still not comfortable Schedule a virtual visit from our team of ergonomics assessment professionals.
Want to see your coworkers faces outside of daily meetings We also host virtual company events! Here is a snapshot of things we have done:
o Pride Bingo
o Wine Tasting & Trivia
o Painting Class
o Virtual Cooking Class
Giving back to the community is just as important as giving to our employees. We have sponsored a company match for various organizations throughout the year.
Looking for another reason were the best place in Seattle to work Were committed to our role as an Equal Opportunity Employer we embrace a diverse mix of voices and create a positive environment where everyone belongs. We dont just accept differences we celebrate it we support it and we thrive on it for the benefit of our employees our products and our communities. We are committed to equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. DoubleDown is committed to providing reasonable accommodation to individuals with physical and mental disabilities. If you need help completing your application let us know! Email us at and one of our awesome People Team members will get you everything you need. We look forward to meeting you soon!
To be considered you must be at least 18 years of age with the ability to successfully pass a security criminal background investigation. You must be legally authorized to work in the United States without visa sponsorship as DoubleDown does not sponsor renew or extend immigration visas for this position.
This job description is intended to provide a general overview of the position and its responsibilities. It is not exhaustive of all duties tasks and responsibilities required of the employee in this position. DoubleDown reserves the right to modify the job description at any time as business needs evolve and additional responsibilities may be assigned as needed.
Required Experience:
Junior IC
Employment Type
Full-Time
Key Skills
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