The role involves managing customer support tickets, providing technical troubleshooting, live chat assistance, moderating community channels, and enhancing customer experience through documentation and feedback.
MyPrize is an all-new online crypto casino enabling novel multiplayer experiences. MyPrize offers a unique platform where users can play directly alongside their favorite creators and friends, allowing them to play with broader communities for the first time. MyPrize transcends boundaries, and gives players and fans what they have been desperately craving: a unified open platform that combines the best of both online gaming and streaming.
MyPrize is seeking a Customer Experience Specialist to join its engineering team as a contractor. This is an exciting opportunity to join a fast growing team where you will be focused on building frontend services powering features that scale to large numbers of active users.
What you will do at MyPrize:
- Ticket Management and Resolution: Demonstrate exceptional problem-solving skills by effectively managing and resolving user support tickets across various complexity levels. This includes conducting thorough initial investigations, diagnosing technical issues, and providing clear, concise solutions that address user concerns and enhance overall customer satisfaction.
- Technical Troubleshooting: Perform detailed technical support by guiding users through step-by-step troubleshooting processes, ranging from basic technical challenges to more intricate system-related problems. Develop a comprehensive understanding of our product ecosystem to provide accurate and efficient support solutions.
- Live Chat Support: Engage directly with customers through live chat platforms, delivering real-time assistance with professionalism, empathy, and technical expertise. Maintain a responsive and helpful demeanor while quickly addressing user inquiries and escalating complex issues to appropriate team members.
- Chat Moderation: Monitor and moderate online community channels to ensure a positive, respectful, and constructive environment. Implement community guidelines, address inappropriate behavior, and foster a welcoming space for user interaction while maintaining a neutral and professional approach.
- Documentation and Knowledge Base Contribution: Accurately document all support interactions, ticket resolutions, and common troubleshooting methods. Help maintain and update the internal knowledge base to improve team efficiency and provide consistent support across all customer touchpoints.
- Customer Experience Enhancement: Actively seek opportunities to improve overall customer experience by providing actionable feedback to product and development teams based on recurring user issues and support trends.
- Communication Skills: Communicate complex technical information in clear, accessible language across diverse communication channels, ensuring users of all technical backgrounds can understand and implement solutions effectively.
What you bring to MyPrize:
- Proven customer support experience
- Strong technical aptitude
- Excellent written and verbal communication skills
- Ability to multitask in a fast-paced environment
- Patience and empathy in customer interactions
Similar Jobs
HR Tech • Information Technology • Professional Services • Sales • Software
Serve as the Benefits subject matter expert for the Customer Experience team, resolving complex escalations, coaching specialists, conducting QA and UAT, collaborating with Product and Engineering, and driving process and product improvements to enhance customer outcomes and first-contact resolution.
Top Skills:
HrisPayroll SystemsSaas PlatformsUat
Fintech
Provide high-quality customer service via phone and email; research and resolve account, fraud, and internet operations issues; act as liaison with internal departments; learn bank products, fees, regulations, systems, and procedures; use multiple systems to resolve complex customer problems.
Top Skills:
MS Office
Security
Provide customer service support for Allegion affiliates via phone, email, and portal. Handle order status, tracking, returns, credits, warranty triage, and product inquiries; use CRM and ERP to document and escalate cases, meet SLAs, and participate in training.
Top Skills:
Allegion Online PortalCRMErpExcelMS OfficeMicrosoft OutlookMicrosoft WordWeb Applications
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
