Customer Support Representative

Punt is an innovative social casino platform on a fast growth trajectory, and we’re looking for a dedicated Customer Support Representative to join our front-line team.

As the first point of contact for our users, you will play a vital role in ensuring a seamless gaming experience by providing real-time technical assistance and empathetic problem-solving.

This role is perfect for a proactive communicator who thrives in a fast-paced environment and enjoys diving deep into technical troubleshooting. In addition to facilitating live conversations, you’ll be an advocate for our players by identifying platform trends, reporting bugs, and working closely with Customer Experience leadership to help Punt reach the next level of excellence.

Who are we looking for:

• Punt is seeking a Customer Support Representative to assist our customers with technical problems and assistance when using our products and services.
• Customer Support Representative responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.
• Ultimately, you will help establish our reputation as a company that offers excellent customer support at all times.

The role itself:

• Respond to customer queries in a timely and accurate way, via email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance and resolution
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their issues are resolved
• Gather customer feedback and share with our Management and Product teams
• Assist in training other Customer Support Representatives

Experience required:

• Experience as a Customer Support Lead or similar CS role is preferred
• Familiarity with our industry or a desire to learn
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Comfortable working shift work (11PM - 7AM) and/or on weekends.