Customer Support Representative

Il y a 4 mois

Luxembourg DNXCORP Temps plein

DNX Network is seeking for a dedicated and responsible Support Representative to join our team, focusing on providing exceptional mail and chat support to clients and content providers on the various streaming websites under our brands. The company has been in business since the year 2000, dynamically advancing in different aspects of the worldwide networking technologies, from e-commerce to payment processing and content streaming. We are now operating a leading chat site on a multi-national scale, the company being publicly listed on the Paris stock exchange, with offices in Luxembourg and Hungary.

This specific opening involves addressing inquiries, resolving issues, and ensuring a seamless experience for both clients and content providers. Additionally, the Support Representative will take on the responsibility of coaching content providers, guiding them in industry best practices, and helping them maximize their success on our platform.

**Key Responsibilities**:
Client Support:

- Troubleshoot technical issues related to account management, billing, and site navigation.
- Escalate complex issues to appropriate departments while ensuring timely resolution.
- Enforce regulatory/compliance measures in relation to the industry and online sales
- Maintain detailed records of client interactions and resolutions in the support database.

Content Providers Support:

- Guide models through the onboarding process, ensuring they understand platform policies and tools.
- Validate registration attempts and user generated content based on the site’s internal policies
- Monitor and maintain the platform’s Fair play rules by interacting with the live users of the site
- Provide feedback to Content Providers on how to improve their profiles and performance.

Content Providers Coaching:

- Conduct regular coaching sessions with Content Providers to share industry best practices, performance tips, and strategies for client engagement - under the leadership of the Key Account Manager
- Develop and update training materials, resources, and guidelines for Content Providers.
- Monitor Content Providers performance metrics and provide constructive feedback for improvement.
- Stay up-to-date with industry trends and share relevant information with Content Providers to help them stay competitive.

Collaboration and Reporting:

- Work closely with other support representatives and departments to ensure a consistent and high-quality support experience.
- Report recurring issues, client feedback, and any technical problems to the Support Manager
- Contribute to the improvement of support processes and training materials.

**Qualifications**:
**Experience**:

- 3 years of previous experience in customer support, preferably in the entertainment industry or a related field.
- Related experience working in agile environments
- Experience in a coaching or mentoring role is highly desirable.
- Working in tandem with development teams, L2-L3 support experience is an advantage.

**Skills**:

- Strong communication skills, both written and verbal.
- Proficiency in English is necessary, French is an advantage.
- Ability to handle sensitive and confidential information with discretion.
- Proficient in using support ticket systems and chat tools, such as Zendesk, Freshdesk or Salesforce.
- Excellent problem-solving skills and a proactive approach to support.
- Ability to work independently and manage multiple tasks efficiently.

**Benefits**:

- Competitive salary with varying employee benefits depending on working location.
- Regular working hours with the option for hybrid remote work, up to 2 days per week.
- Opportunities for career advancement and professional development.
- Access to industry events, training programs, and resources.

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