Job Purpose:

• The team you'll be joining is responsible for offering 1st level support for internal online related matters.
• The team provides a 24/7 support for all Gameloft games from different locations.
• Your role is to monitor systems, provide assistance, feedback and guidance to issue reporters based on established procedures.

Main Responsibilities:

• Providing 1st line technical support; answer support queries via email or chat.
• Maintaining a high degree of internal customer service for all support queries and adhere to all service management principles.
• Taking ownership of user problems and be proactive when dealing with user issues.
• Identifying the issue and categorizing / prioritizing the incident.
• Referring knowledge base for workaround / resolution and attempting resolution.
• Ability to work effectively in a dispersed team and individually.
• Escalating problems to the next level of support or specialized teams when necessary.