Roblox is searching for a Product Support Specialist in Gurugram ideal for Bachelor graduates with 3+ years of working experience in technical or customer support. You’ll support both our end-users and developers by troubleshooting product issues, walking them through the platform features and escalate/track technical issues reported to ensure these are provided quick and accurate support. You’ll collaborate with cross-functional partners from product management, engineering and trust & safety to deeply understand these problems and provide feedback that will help us improve the platform. It will require the capacity for good communication, patience, technical knowledge and how to juggle multiple support cases. You will be actively looking for common problems, documenting workarounds and contributing to support resources. This role will provide the opportunity to work with developers for one of the largest gaming ecosystems in the world and have a real impact on user satisfaction, trust & safety, and the overall platform experience.
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Roblox Overview Details
| Roblox Overview Details | |
| Company | Roblox |
| Roles | Product Support Specialist |
| Qualification | Bachelor’s degree |
| Location | Gurugram |
| Work Experience | 3+ years of experience |
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Roles & Responsibilities For Product Support Specialist
- Coordinate and drive critical and high-severity incident response including assemble and managing incident teams, comprised of Engineering, Product, other stakeholders; evaluate impact on incidents as well as severity.
- Own technical escalations and high priority incidents for Roblox Trust & Safety Global Scaled operations, customers, internal escalations, High Priority BPO Agent Escalations.
- Look out for ways to optimize support processes, optimize agent productivity and reduce operating costs while boosting overall customer satisfaction.
- Work with Knowledge Management and Training teams to create and keep current documentation, training material, & best practices as they relate to issue trends/reconciliation.
- Collaborate with Quality Assurance teams to facilitate process compliance, understand and improve support workflows and introduce quality control mechanisms.
- Support the introduction of new support streams and projects with analyses-specific input, subject matter know-how and process instruction.
Skilled Required For Product Support Specialist
- 3+ year of experience in product support, technical support or similar. SQL and/or Python exposure to problem solve and dashboard can also be a plus.
- Deep knowledge of customer support principles, methods, and best practices.
- Strong analytic, problem-solving and trouble shooting skills, with the ability to identify complex technical problems.
- Excellent verbal and written communication capabilities, including the ability to articulate technical information in a clear and concise manner; must be able to communicate effectively with all levels of associates.
- Proven record of successfully working with cross-functional teams, developing relationships, and communicating to stakeholders.
- Knowledge of: Analyzing data; preparing data driven reports; identify trends and driving action plans to address issues; implementing process improvements using quality improvement methodologies.
- Experience with support ticketing systems, CRM software and other customer support technology.
- Available to participate in an on-call support during managing incidents.
Apply Link for Product Support Specialist Role at Roblox
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About Roblox Company
Roblox is the ultimate virtual universe that lets you play, create, and be anything you can imagine. Famous for its user-generated content, Roblox allows users to design games and experiences using the platform’s game creation tool known as Roblox Studio. The company is set on creativity, safety, and connecting with the community and provides a virtual landscape where budding players can discover new ways to fuel their passions and creativity optimize their experience through creating. Roblox is available across the globe, and players already flock to Roblox as a digital destination for play, socializing, or self-expression.
Roblox Company – Frequently Asked Questions (FAQ)
What will you do in the Product Support Specialist position at Roblox?
About the Role As a Product Support Specialist for Roblox, you will communicate with users/developers to address, investigate and fix any product issues, walk them through platform features and be their guardian angel for having a positive, safe experience on our platform.
What is the experience required for Product Support Specialist at Roblox?
Product Support Specialist at Roblox You’ll need a Bachelor’s degree and 3+ years of experience in customer support, technical support or the equivalent.
Where is the Roblox Product Support Specialist role based?
The Job Product Support Specialist at Roblox is based in Gurugram, working on one of the largest gaming and virtual experience platform across the globe.
DISCLAIMER:
The Recruitment Information Provided above is for Informational Purposes only . The above Recruitment Information has been taken from the official site of the Organization. We do not provide any Recruitment guarantee. Recruitment is to be done as per the official recruitment process of the company. We don’t charge any fee for providing this job Information.
