Community and Support Specialist

Role

• Connect Tamatem with its game users, helping players resolve problems, answering enquiries efficiently and maintaining service quality and customer satisfaction.

Responsibilities

• Handle substantial volumes of support tickets and comments, responding to users promptly.
• Clarify product or service complaints, investigate causes, explain suitable solutions, arrange corrections or adjustments and follow up until the issue is resolved.
• Develop lasting user relationships and trust through clear, interactive communication.
• Recommend games suited to prospective users’ needs using appropriate methods and tools.
• Keep user records current through internal and external communication, and collect and analyse user information for product and service reports.
• Document and manage enquiries, analyse user needs and escalate matters to Product or management as appropriate.
• Monitor in-game chat, follow communication procedures and company policies, contribute to team objectives and undertake other assigned duties.

Required qualifications and skills

• At least a bachelor’s degree in Business Administration, Management, Public Relations or a related discipline.
• One to two years of experience; mobile-gaming company experience is preferred.
• Strong communication, interpersonal, problem-solving and time-management skills, patience and adaptability when working with different users.
• A collaborative approach, flexibility, strong work ethics and the ability to multitask and perform under pressure in a fast-paced setting.
• Excellent written and spoken Arabic and English, with good Arabic-writing skills.
• Knowledge of customer service, products, CRM systems and practices, and social media.

Location and application

• Full-time and on site in Amman, Jordan. Submit a resume and the requested information through Tamatem’s official recruitment form.