Operational & Technical Support Specialist

About Us

Immersive Gamebox is redefining what it means to play together. We create social gaming experiences using cutting edge technology, with more than 25,000 five star TripAdvisor reviews across global locations.

The Role

We’re hiring a passionate, proactive & customer service focused Customer Support Specialist to oversee inbound venue issues, customer tickets and operational tasks. You’ll run support operations whilst driving guest experience. If you thrive in fast paced environments and have a passion for excellent support, this is for you.

Key Info

• £30,000 per annum
• Full-time, 40 hours per week
• Must be UK-based
• Must be comfortable in a remote environment
• Flexible availability required

What You’ll Do

• Lead the first-line of proactive support for technical & operational queries from our venues and simultaneously handle inbound customer communications.
• Prioritise queries in accordance to importance and impact to our venues and guests.
• Follow troubleshooting procedures to reinforce consistent customer service across the fleet using a knowledge base of solutions used to tackle various tickets.
• Adhere to targets on inbound communications for response & resolution times, and customer satisfaction, whilst keeping the quality delivery high.
• Helping guests with FAQs and their bookings, whilst promoting the experience.
• Completing additional operational tasks with appropriate training.

What You Bring

• 2+ years as a support agent or specialist in hospitality or entertainment.
• Hands on support style and customer centric approach.
• Experience with technical and/or operational support or troubleshooting.
• Experience within guest experiences.

Benefits

• Paid vacation and holidays
• Mental health support through our Employee Assistance Program
• Employee discounts through LifeMart