What are the responsibilities and job description for the Customer Experience Associate (Netherlands) position at Discord?
We're a group of Customer Experience wizards here at Discord, and we’re looking for someone who is equally passionate about supporting others with that extra bit of care and problem solving magic! This teammate will need to possess angelic levels of empathy and unwavering patience as they troubleshoot diabolical technical issues. This includes helping our users to slay set-up stumpers, outwit overlay obstacles, pulverize permission pickles, and much more.As a member of our team, you’ll be on the frontlines of supporting our communities, listening to their feedback, and sharing these insights with other teams to help make the Discord experience the best that it can possibly be! If you’re looking for a supportive support team, join us! What you'll be doing Weekly Schedule: Monday to Friday 9 AM to 6 PM CEST Deliver timely, accurate, and thoughtful responses to our users’ questions and requests through all of our support channels Help educate and provide useful troubleshooting steps for technical issues that our users face on the desktop, browser, iOS, and Android versions of our app Identify and escalate issues appropriately to ensure rapid response to emerging trends and opportunities Monitor user sentiment and provide actionable feedback to cross-functional partners Participate in social media efforts and messaging, and keep a finger on the pulse of our community What you should have A cover letter (This is mandatory!) BA/BS or equivalent work experience Passion for supporting our communities with unwavering patience and empathy Multilingual in English and one or more of the following languages: Spanish, Brazilian Portuguese, Russian, Turkish, Polish Prior customer service experience Extraordinary communication skills - both written and verbal Strong problem solving and troubleshooting skills High level of confidentiality and discernment Technical aptitude with knowledge of Discord features, and desktop and mobile operating systems Bonus Points Experience with support ticketing applications (e.g. Zendesk) Familiarity with social media management tools (e.g. Sparkcentral) Previous exposure in supporting web applications Excitement to helping us build out our Netherlands team culture as one of our early overseas hires About Us Friends, coworkers, gamers, nerds, moms, dads, engineers, designers, marketers, support. Originally, we created Discord to help people come together around games. It's been amazing to watch it grow into what it is today - a place where millions of diverse communities exist and people connect with old friends and new. Diversity and inclusiveness are a critical part of how we get to what's next. We believe that with diversity comes a better product, better decisions, and a better work environment. As we continue to grow, our values keep us dedicated to building a company that is representative of the world we live and play in. Discord is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone.