Job Description

Job Description

Job title: Technical Support Agent

Reports to Support Leads

Division/Department: Support

Type of Position:

☐ Full-Time

☐ Part-Time

☐ Contractor

☐ Intern

Hours 40 /Week

☐ Exempt

☐ Non-Exempt

Job purpose:

The Splinterlands’ team is taking the play to earn to another level in the digital card game space. We have merged the best tech from blockchain and gaming to a powerhouse of fun and financial wealth for our players. Splinterlands is a unique digital trading card game that allows players to truly own their cards and other in-game assets. You would be joining an organization that has a reputation for outstanding leadership, innovation, and expertise.

Our employees use their creativity and talent to invent new solutions, meet new demands, and offer the most effective services/products in the industry. We sincerely hope you will take pride in being an

important part of the Splinterlands’ continued success!

We are seeking top-tier technical support service talent who want to sink their teeth into industry-changing projects that will blow minds: people that are wanting to learn or already have knowledge about blockchain technology, are interested in innovative gaming and have a passion for helping our community continue to grow.

Our experienced support team is the frontline for all public-facing aspects of our game Splinterlands and maintains support for up-and-coming brands and products we are creating. We are a remote-first company with an office in the Philadelphia, PA, region.

*This is a remote-only position.

Duties & responsibilities:

• Understand the Splinterlands game sufficiently to explain game concepts and diagnose problems

• Understand the Hive and other blockchains in order to explain blockchain operations

• Utilize basic game API’s to look up transaction information

• Collaborating with the product design and engineering teams to ensure that known issues are thought of in the design and QA stages of development.

• Create JIRA tickets for the developers based on support issues and priorities

• Respond to player inquiries and complaints by emails or online chats in an efficient and effective way

• Escalate tickets when needed and track those until solved for the players

• Identify inquiry trends and report those to the leader or relevant team

• Identify customer needs and help customers use specific features

• Maintain a positive, empathetic, and professional attitude toward customers at all times

• Analyze and report product malfunctions

• Acknowledge and resolve customer complaints

• Update internal databases with information about technical issues and useful discussions with customers

• Communicate and coordinate with colleagues as necessary

• Share feature requests and effective workarounds with team members

• Explain new features and functionalities upon customer request

• Follow up with customers to ensure their technical issues are resolved

• Gather customer feedback and share with our Product, Sales, and Marketing teams

• Investigate bugs, exploits and security concerns reported for reproducibility and report them into the production pipeline

• Assist with QA duties as assigned to test products before release

• Write technical articles for the Splinterlands Knowledge Base

• Attending interdepartmental meetings with other organizational teams (particularly the development team) to convey support priorities and customer pain points

• Conduct specific projects/tasks when needed

• Other projects and tasks as assigned

Minimum level of Education:

• High school diploma or equivalent

Scheduling:

• Our business is open 24-hours a day/ 7 days a week, and with our international team, we attempt to have consistent coverage over our various platforms and systems.

Experience and Skill Requirements:

• 1-3 years of experience in live agent, technical support, customer support, or related field

• In-depth product knowledge relating to crypto and blockchain technology including proactive learning and understanding

• Effective communication skills including active listening, asking appropriate questions, clarifying the issues and expressing oneself clearly.

• Analysis and problem assessment skills demonstrated by the ability to collect the necessary information to identify key issues and identify cause-effect relationships

• Adaptability including the ability to perform efficiently in different environments and with diverse tasks and people

• Stress tolerance and the ability to maintain satisfactory work standards under pressure

• Proficiency in English language, verbal and written

• Basic technical skills (smartphone, computer applications and websites)

• Basic blockchain experience/understanding

Preferred Experience:

• Familiarity with ZenDesk

• Bilingual a plus

• Experience in the gaming industry

• 6 months of Splinterland’s game knowledge

• Experience with Slack, Discord and Telegram

• Previous remote work experience

• Knowledge of Atlassian products (Jira, Confluence)

• Proficiency with Google Workspace Products (Docs, Sheets, etc.)

Hardware Requirements:

• Stable utilities, both broadband/high speed internet and electric services

• Working webcam and microphone/headset to participate in team and company wide meetings

• Laptop or desktop computer with the most recent operating system, and the ability to update the OS with security and functionality patches

Posting needs/considerations

-