Tech Support Associate

il y a 5 jours

Paris, France Homa Games Temps plein

We are a top 10 mobile game publisher based in central Paris with +700m global downloads. We specialize in game design, monetization and user acquisition to publish hit hyper & hybrid casual games, a thriving segment driving 80% of total mobile games market growth since 2017.

Our culture & strategy rely on powerful tech that we built in-house to give our games a step ahead of competition, tailor-made support to our studio partners and fair & transparent cooperation. This includes our popular Homa Belly SDK and our data & growth platform Homa Lab.

We are a diverse team of +150 people from various backgrounds (artists, business, engineers,

entrepreneurs, former strategy consultants) and nationalities (>15 nationalities).

We’re looking for a tech savvy support representative with great investigative & communication skills to help troubleshoot and solve any issues raised by our growing community of studios and our internal teams. As a Tech Support Associate, you will be at the forefront of our collaboration with studios, ensuring they have the resources they need to integrate our SDK, submit prototypes, measure and improve game performance. You will be working directly with our friendly, expert engineering teams, as well as our publishing managers, to help deliver the best possible customer experience of our products, to studios engaging with our software & services.

As part of this role you will:

- Take ownership of customer issues reported and see problems through to resolution
- Diligently research, diagnose, and troubleshoot challenges reported by customers and identify solutions to resolve them
- Write and update documentation articles to ensure commonly asked questions are answered in our knowledge base
- Review reports sent to customers to validate data integrity
- Review our knowledge base regularly and make any necessary changes to maintain a high level of quality
- Escalate any issues that cannot be resolved in the support team to the appropriate contacts in the company and follow them through until resolution
- Monitor customer satisfaction reports, ticket response and resolution reports, and aim to achieve top-tier performance across all key metrics
- Collect and transmit any feedback shared by customers to appropriate teams
- Act as a customer advocate, clearly communicate the needs and expectations of customers internally

**Requirements**:
**REQUIREMENTS**:
Mandatory
- 1-3 years of experience in a customer support or similar role
- Strong understanding of technology and software
- Technical or science degree
- Excellent written communication skills in English
- Interest in mobile games

Preferred
- Experience developing in Unity game engine
- Experience working with ticketing systems in tools such as Hubspot, Zendesk, Salesforce, or Intercom
- Proficiency in other languages: Turkish, Russian

**Benefits**

We particularly value our people, rich from diversity. Some highlights to illustrate this:

- We value good work-life balance - 1/2 of our managers have kids or about to (maternity leave); we provide child care benefit (partnership with LPCR)
- We want to be diverse and inclusive: women account for 25% of the c-level, non-French account for 30% of the managers, Homa is home to 25+ nationalities
- Enjoy a competitive salary and benefits
- We support honest yet kind feedback, applied 360 across the company
- Don’t worry about being late, we offer flexible working hours
- Don’t pollute, use public transport or bike-sharing services. We pay back half of the price

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