We are looking for Chatbot & Support Automation Specialist for improve our Customer Support department.
DMarket is a new ecosystem where gamers, developers, and entrepreneurs can efficiently and securely evaluate and trade virtual items.

Required skills

— 2+ years of experience in customer facing roles;
— 1+ years of business analysis experience;
— Successful implementation of customer queries automations (including user segmentation, chat routing, setting up triggers for certain events) in chats and/or CRM systems; validated experience scripting conversational UI and chatbots preferred;
— Solid understanding of algorithms and data structures, as well as UX sensibility;
— Data analytics experience, root-cause analysis and problem solving;
— Time-management skills, responsibility and attentiveness are a must;
— Excellent communication skills (phone, written, and oral) and customer-oriented approach;
— Interested in gaming industry;
— Ability to multitask in a fast-paced startup environment;
— Upper-intermediate level of English;
— Ability to translate technical requirements into a language that non-technical team members can understand, and vice versa.

As a plus

— IT background: a university degree in Information Technology, Computer Science or related field, or equivalent work experience with system architecture and coding best practices;
— Basic copywriting ability for a variety of digital content, such as navigation labels, form field labels and messaging, error messages, contextual help messages, alert messages;
— Basics of recommendation algorithms used in e-commerce and advertising.

We offer

— Team of like-minded professionals;
— Insurance;
— Unique project with modern technologies;
— Perspective of career and financial growth;
— Free lunches;
— Paid English classes;
— Game room with chill-out zone, kicker, and gamepad;
— Computer club, VR;
— Coffee point with a real barista;
— Flexible timetable and modern office in the center of Kiev.

Responsibilities

— Lead, develop and test the chatbot conversational flows for solving customer’s problems and increasing customer satisfaction;
— Fill our chatbot with content in close collaboration with support, marketing and other company departments;
— Analyze the data collected, evaluate visitor behavior and trends over time to recommend improvements enhance the customer experience, anticipate the pain points and provide workarounds;
— Develop new processes/tasks/objects using core automation workflow principles that are efficient, scalable and maintainable;
— Take responsibility for project activities including work estimation, planning, and maintaining the quality;
— Quantify the efficiency gained (e.g., people-hour saved, reduction of manual errors), review and present data-driven results across key stakeholders on a regular basis.

About DMarket

Welcome to DMarket team!

DMarket is an in-game item trading platform. It is enabling secure buying, selling, and trading of in-game items, to help developers attract more players, make more money, and increase the lifetime value of their game.

DMarket unlocks the multi-billion-dollar skins economy for game developers and players everywhere.

DMarket lets the world’s 2.5 billion gamers safely exchange virtual items across titles and platforms and make money from gameplay.

The first DMarket platform launched in 2018 to give game developers and players easy access to the multi-billion-dollar skins economy. Built on distributed ledger technology for transparent, secure transactions, the platform processes every operation in real-time using machine learning algorithms and AI-based predictions for pricing, demand, and availability.
In August 2019 DMarket launched the full set of trading features, including per-item SEO, item store, pre-orders, challenges, and cross-game promotion.

DMarket’s partners include Xsolla, Unity, 4A Games, GSC Game World, Playkey, Kiss Ltd., Tatem Games, Pantera Capital, and Latham & Watkins.

Join DMarket team today!

Company website:
https://dmarket.com/

DOU company page:
https://jobs.dou.ua/companies/dmarket/

Job posted on 27 May 2021
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