Customer Support Analyst

What is Driffle

Driffle is a global digital goods marketplace specializing in digital gaming products, including games, gift cards, DLCs and more across 140 countries. We offer a convenient and diverse selection, from the newest release to timeless classics, all in one place. We are on the lookout for a Head of Marketing to lead our marketing efforts, build our brand presence, and drive growth globally.

Job Summary:

We are seeking Customer Support Analysts to join our team and be responsible for assisting our customers with their inquiries, concerns, and complaints post-sales. The successful candidate will be responsible for providing exceptional customer service through phone, email, chat, and social media. They will also be responsible for maintaining accurate records of all customer interactions, identifying areas of improvement, and providing feedback to the management team.

What will you do

- Responding to customer inquiries, concerns, and complaints via email, and chat.

- Resolving customer complaints and escalating issues as needed to the appropriate department.

- Identifying areas of improvement in the customer service process and providing feedback to the management team.

- Meeting and exceeding customer service metrics, including response time, resolution time, and customer satisfaction scores.

- Serve as the main point of contact for customer inquiries, concerns, and feedback, and respond in a timely and professional manner.

Basic Qualifications:

- Excellent communication skills, both written and verbal, with the ability to articulate complex concepts to non-technical stakeholders.

- 1+ years of experience in Email Support or customer support, preferably in a product or gaming company.

- Excellent problem-solving skills with the ability to identify and resolve customer issues in a timely and effective manner.

- Comfortable working in a fast-paced and dynamic environment.

- Knowledge of customer service best practices and techniques.

***Please note :Availability to work in a graveyard shift and on weekends is a must.