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Technical Support Operator
2 weeks ago
**You must be 16 years of age or older to apply.**
**ABOUT SHOCKBYTE**
Our journey began in 2013 when our founder, Mitch Smith, owned one of the largest Minecraft networks at the time. With the growth of the network, our infrastructure expanded and we started offering Minecraft server hosting. Today, we are the largest game server host in the Asia-Pacific region and offer support for an ever-growing list of games, including ARK, Rust, Valheim and more.
Our mission is to make it easy and affordable for anyone to operate any kind of internet service at any scale. For this, our primary focus currently lies in extending and developing technologies to make running online services easier.
**ABOUT THE ROLE**
As one of our Support Operators, you will provide frontline support through our available platforms to our customers for their game servers. Our Support team have extensive experience and knowledge of various game servers, including ARK, Minecraft, Rust, Terraria and many more.
**WHAT YOU'LL DO**
- Respond in a timely manner to support requests to solve difficulties and issues they may encounter.
- Spot trends in customer requests which may need escalation or automation.
- Classifying incidents and escalating or reassigning them to the appropriate teams or departments when necessary.
**REQUIRED CRITERIA**
- Previous customer support experience.
- You have a genuinely friendly, optimistic, and helpful attitude.
- You have a willingness to learn, are open-minded and are not afraid to ask for help if required.
- Excellent written and verbal English communication skills.
- The ability to convey information concisely in an easy-to-read format with attention to detail.
**DESIRABLE TRAITS**
- Previous technical support experience
- Previous experience with the following software: Server hosting software, including ARK, Minecraft, Rust, Terraria and more.
Multicraft and/or other control panels.
WHMCS and/or ticketing and live-chat products.
- Previous experience working remotely.
**WHY WORK WITH US**
- Work from home with flexible working arrangements.
- Access to free server hosting for games we offer.
- Opportunities to receive Shockbyte merchandise.
- A friendly, ambitious and relaxed environment (with scheduled game nights).
**ADDITIONAL INFORMATION**
- Interviews are conducted virtually via Discord.
**DIVERSITY & INCLUSION**
All aspects of our company are designed to lift people up, not drag them down, and we hope you are as excited about it as we are.
**Job Type**: Part-time
**Benefits**:
- Employee discount
- Work from home
Work Location: Remote
