Engineering Support Specialist at MKS preparing ECOs and managing engineering project data. Collaborating with cross - functional teams to maintain project schedules and documentation.
About the role
- Customer Support Representative providing exemplary service at Card Kingdom, assisting customers in resolving issues. Engaging with multiple functions within Marketing and Online Operations to deliver support.
Responsibilities
- Uphold Card Kingdom’s reputation as the most customer-centric organization in Magic
- Exercise good judgment and critical thinking in ambiguous, time-sensitive situations
- Uphold processes and policies in support of organizational goals
- Execute against organizational SLAs for customer care
- Balance rapidly shifting priorities through multitasking and flexibility
- Investigate and resolve incoming customer complaints
- Use good judgement to evaluate complex situations and quickly execute decisions
- Maintain positive attitude in the face of customer concerns
- Act as subject matter expert on Card Kingdom’s processes, policies, and internal tools
- Participate in additional duties, projects and responsibilities as needed and assigned
- Weekend shifts required
- Overtime required during Magic: the Gathering releases and times of peak volume
Requirements
- One-year previous experience in a customer facing role
- Associate degree or equivalent work experience
- Proven track-record of building trust with customers and teammates
- Top-notch time management and communication skills
- Demonstrated bias for action
- Ability to apply innovative solutions to ambiguous situations
- Strong conflict resolution skills
- Capacity to act as a customer advocate without bias
- Demonstrates a growth mindset and embraces constructive feedback
- Experience with Freshdesk or similar customer support tool
- Competency with Word, Excel, and Outlook
- An understanding of Magic: The Gathering and its player base is a plus
Benefits
- Excellent benefits
- Generous PTO
- Flexible scheduling
- Remote work opportunities
- Paid parental leave
- Safe harbor 401k match
- Paid holidays
- Employee discounts
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