Bilingual Fan Happiness Associate (Remote/Work from Home)

Job Responsibilities : Bilingual Fan Happiness Associate (Remote/Work from Home)

Salary : Competitive Salary

Company : Gametime

About us:
Live experiences help make us human, bringing us across today’s social and digital divides to focus on what truly connects us – the here, the now, the once-in-a-lifetime moment that we share – together. To fulfill Gametime’s vision to unite the world through shared experiences, we deliver fans an extraordinary experience for enjoying, discovering, and purchasing last-minute tickets to live events.

With platforms on iOS, Android, mobile web, and desktop supporting events across the US and Canada, we are reimagining the event ticket experience in a mobile-first world.

The Role:
The Gametime Fan Happiness Associate is responsible for the direct support of Gametime’s customers. Through various channels including Voice, Chat, SMS, and Email, the main focus of this role is to ensure Gametime’s customers have a simple and fast purchase experience.  The Fan Happiness Associate will report to the Manager of Fan Happiness.

What you’ll do / own:
Provide incredible customer support and solving problems
Must have excellent written and verbal communication skills to support our users and customers
Multi-task across multiple tools or resources while being engaged with customers
Effectively adapt communication and style to match the needs of the customer
Proactively identify ways to avoid recurrence of customer issues by recommending changes and improvements through our Voice of the Customer processes

A little more about you:
You have access to reliable High-speed Internet service (10 megabits download and 3 megabits upload), a quiet distraction-free home office workspace, ergonomic chair, and desk
Flexible and adaptable, able to work well in an evolving environment
Available to work a flexible schedule between the hours of 6am-9pm PST (weekends and some holidays may be required)

How we measure success in this role:
Maintain an NPS of 65, CSat of 80%, and Quality score: 80%
Adhere to our SLA a minimum of 80%
Score a minimum of 80% on internal tests administered

What we can offer you:
Flexible PTO
Medical, dental, & vision insurance
Life insurance and disability benefits
401K, HSA, pre-tax savings programs
New equipment setup provided
Wellness programs
Tenure recognition

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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