Roblox25 days ago
Специалист по поддержке продуктов
Salary not specified
MARKET
12,484 ₽median for this role
IT Support / Helpdesk · 66 jobs with disclosed pay
5,714half of the offers: 8,710–16,146145,833
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Gurugram
Responsibilities
- 01Coordinate and lead incident response activities for critical and high-severity issues
- 02Assemble and manage incident response teams, including representatives from Engineering, Product, and other relevant teams
- 03Assess incident impact and determine severity levels
- 04Take ownership of technical escalations and high-priority incidents related to Roblox Trust & Safety Global Scaled Operations
- 05Proactively identify opportunities to improve support processes, enhance agent efficiency, reduce operating costs, and improve overall customer satisfaction
- 06Collaborate with Knowledge Management and Training teams to develop and maintain documentation, training materials, and best practices
- 07Work with Quality Assurance teams to ensure process adherence, identify areas for improvement in support workflows, and implement quality control measures
- 08Contribute to the successful launch of new support streams and initiatives by providing subject matter expertise and process guidance
Requirements
- 014+ years of experience in a technical support, product support, or related role
- 02Strong understanding of customer support principles, methodologies, and best practices
- 03Excellent analytical, problem-solving, and troubleshooting skills, with the ability to diagnose and resolve complex technical issues
- 04Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to diverse audiences
- 05Demonstrated ability to collaborate effectively with cross-functional teams, build relationships, and influence stakeholders
- 06Experience with data analysis, reporting, and identifying trends to drive process improvements
- 07Familiarity with support ticketing systems, CRM tools, and other relevant support technologies
- 08Must be willing to participate in on-call support for incident management issues
What we offer
- 01Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday
- 02Roblox provides equal employment opportunities to all employees and applicants for employment
- 03Roblox provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process