Customer Support Representative

About the role

As a , you will play a vital role in ensuring customer satisfaction and enhancing the overall user experience. Your primary responsibility will be to assist clients with their inquiries, troubleshoot issues, and provide solutions in a timely manner. This position is ideal for individuals who are passionate about delivering exceptional service and are eager to contribute to a dynamic team in a fast-paced environment.

Key facts

What you'll do

• Respond promptly to customer inquiries via various communication channels, including email, phone, and live chat, ensuring a high level of service at all times.
• Diagnose and resolve technical issues related to Pgl's products and services, providing clear and concise instructions to customers.
• Maintain accurate records of customer interactions and transactions in the company's CRM system, ensuring all information is up-to-date and accessible.
• Collaborate with cross-functional teams, including product development and marketing, to relay customer feedback and suggest improvements.
• Develop and maintain a deep understanding of Pgl's offerings to effectively address customer needs and provide tailored solutions.
• Assist in the creation and updating of support documentation, including FAQs and troubleshooting guides, to enhance the self-service experience for customers.
• Participate in training sessions and workshops to continuously improve your skills and knowledge of the industry and company products.
• Handle escalated customer issues with professionalism and empathy, ensuring a satisfactory resolution while adhering to company policies.
• Monitor customer satisfaction metrics and contribute to initiatives aimed at improving service quality and efficiency.
• Engage in proactive outreach to customers to ensure they are satisfied with their experience and to identify any potential issues before they escalate.
• Support the onboarding process for new customers, guiding them through initial setup and helping them understand how to maximize the value of Pgl's services.
• Contribute to team meetings and brainstorming sessions, sharing insights and ideas for enhancing customer support processes and strategies.

Requirements

• Proven experience in a customer support role, preferably within the tech or gaming industry, for at least 2 years.
• Strong verbal and written communication skills in both English and Romanian; additional languages are a plus.
• Familiarity with customer support software and CRM tools, such as Zendesk or Salesforce, is highly desirable.
• Ability to troubleshoot technical issues effectively and provide clear instructions to customers.
• Excellent problem-solving skills and a proactive approach to addressing customer needs.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A positive attitude and a passion for helping others, with a commitment to delivering high-quality service.

Nice to have

• Experience in the gaming or tech industry, particularly in a customer-facing role.
• Knowledge of additional languages beyond English and Romanian, which can enhance communication with a diverse customer base.
• Familiarity with ticketing systems and support workflows, which can streamline the customer support process.

Skills & tools

• Proficient in using customer support software and tools, including CRM systems, ticketing systems, and communication platforms.
• Strong analytical skills to assess customer feedback and identify trends for improvement.
• Ability to work collaboratively within a team and contribute to a positive team culture.
• Competence in using Microsoft Office Suite or Google Workspace for documentation and reporting purposes.

Practical notes

• This position is based in Bucharest, Romania, and requires a full-time commitment.
• The salary for this role is competitive and commensurate with experience.
• Pgl is open to considering visa sponsorship for qualified candidates who meet the necessary requirements.
• Interested applicants can apply through the official Pgl careers page at https://pgl.bamboohr.com/careers/52.

By joining Pgl as a Customer Support Representative, you will become part of a vibrant team dedicated to providing outstanding support and enhancing the customer experience. If you are enthusiastic about helping others and are looking for a rewarding career opportunity, we encourage you to apply today!