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Sparkers

Sparkers

Customer Technical Support
  • job type Full time
  • location Yerevan
  • posted 22.12.2022
  • deadline 31.03.2023
 
Description
 
Customer technical support has no secrets for you, and you have a desire to help? We are looking for an energetic and creative problem solver who really enjoys interacting with clients, takes on any challenge and is self-sufficient.
 
Is IT your guilty pleasure? It's perfect! We need someone who is as comfortable with computers as with customers. Because of the nature of the role, IT affinity is essential.
 
We are looking for someone to reinforce our Customer Service team and to service our American Video Game customers in their time zone (thereby, working hours are from 6pm to 3am). More specifically, as Customer Support Agent, you will namely be responsible for servicing one of our big American clients, ensuring that they receive their data on time and as defined in the SLA. Additionally, you will be expected to take part in the day-to-day tasks of the team.
 
If on top, you are curious about video games or e-sport and passionate about what you do, we have no doubt: this job is for you!
 
What is Sparkers all about?
We are a company headquartered in Belgium and are present all around the world: from Australia - New Zealand to Spain, through Russia, the UK and even France!
 
We deliver Market insights, Product tracking and Custom solutions exclusively to the Entertainment Industry. We do this by measuring Markets, Sales and Streaming Audiences like no other.
 
Who is your future Team ?
You will work with the Support Team and onboard by Muriel, Rachid and Wartan. That position is proposed as a permanent position in Yerevan.
 
Your tasks:
  • Monitor collection of video games sales and inventory data from different retailers
  • Enrich data in line with our customer’s product catalogue
  • Monitor multiple publications of reports throughout the week and escalate to client and/or internally if SLA cannot be met
  • Pro-actively monitor the unassigned customer tickets queue to ensure close follow-up on client’s queries
  • Provide friendly and professional support to customers in a timely and accurate manner
  • Debug and solve urgent technical problems impacting customers (e.g. database cleaning, restarting services)
  • Collaborate with the other internal teams as needed to resolve client’s queries
  • Propose improvements to increase service quality and processes
  • Update the team knowledge base with information about technical issues and useful discussions with customers
  • When needed, help with the communication to clients about new features and functionalities
  • Participate in our Product development by gathering customer feedback and sharing with the relevant teams
 
Requirements
 
How do we imagine our future Customer Support Agent?
  • You have previous experience as IT customer support agent or any similar role
  • You have a strong affinity with IT
  • Strong knowledge of English
  • You have practical knowledge of SQL
  • You are available to work during night-shifts
 
In the scope of the function, you will have to manage Excel files, be familiar with XML or other markup languages and feel comfortable in a data processing environment.
On top, any previous experience with Jira, data flow monitoring, database update will give you a head start.
 
Benefits
Why should you join Sparkers?
  • You join a thriving company that is at the leading edge of technology
  • You evolve in a learning environment where you can challenge your knowledge with your colleagues
  • You have opportunities to grow and develop personally
 
At Sparkers, we have values we share, live, experiment every day. We also always have this drive to reach the next level, together.
 
What makes you a Sparker?
It’s hard to tell, and you’d have to live it to understand it! At Sparkers, we are looking for people who are both people and data oriented, a team player with a keen eye for detail and problem-solving skills.
Someone with great flexibility and self-organization. But most importantly, our collaborators must be open-minded, honest, communicative, positive with just a spark of craziness (seriously). You will also need a strong desire to help, and to rock!
So, you want to be a Sparker? You want to be that crucial link between data and our clients? You are a people person? You’ve got bright ideas? Energy? A drive to shake things up?
 
 
Please clearly mention that you have heard of this job opportunity through Repat Armenia. 

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