We have an immediate Opportunity for Community Suppport Specialist

Company: Athena Global Technologies Limited (A 31 years Old IT Product Development cum service Based Company listed in Bombay Stock Exchange)

Mode of Hire : Permanent

Experience : 7 to 12 years

Notice Period : Immediate to 10 Day's Max

Work Location : Madhapur, Hyderabad

Work From Office

Job Timings: 12 PM to 9 PM

Job Description:

What you'll be doing :

- Providing outstanding technical support for new and experienced users on our support, community and social platforms(Zendesk, Discord, Twitter, email, etc.)

- Helping moderate and organize our support forum and socials, making sure it stays healthy and safe space for our global community

- Identifying trends and areas of improvement for our support forum and other community support initiatives

- Collaborating with our design and engineering teams to investigate and resolve complex issues (Figma, Jira, Confluence, Trestrails)

- Collecting and prioritizing user feedback into meaningful recommendations for our product team (Aha!)

- Closing the feedback loop with users when bugs are resolved and feature requests are implemented

- Crafting detailed, easy-to-understand support content(e.g. FAQs, new Help Center articles, in-App tips and wizards, internal documentation, etc.)

What you should have :

- Experience supporting consumer products within an ecosystem of partners

- Good technical capability and written communication skills, with the ability to turn complex ideas into easily understood concepts

- A high attention to detail and are skilled with prioritizing tasks by level of urgency

- A willingness to listen to user feedback and respond inclusively and effectively in a public forum or directly with the user

- A flexible and adaptive attitude that will thriven the constantly evolving growth and excitement of startup culture

- 5+ years gaming experience, personally and/or professionally

- 2+ years of experience working in a support or community environment for a technical SaaS product

Bonus Points :

- Experience supporting consumer social/gaming or creator products

- Expertise in some or all of the tools listed above.

- A love for helping and empowering others.

- A global perspective - polyglot, world traveler or have lived in multiple countries.

- BA/BS in Computer Science, Engineering, or relevant technical experience.