User Support and Assistance - Absol

Description

Hello! It's a pleasure to have you participating in SPUN's selection process. Thank you for your interest in learning more about our team. Below are the key details about this position: We are looking for a person to work as User Support and Assistance for the Absol product (League of Legends). Hiring type: PJ/MEI **Monthly Contract Value**: R$ 2\.100\.00 **Description**: Providing support and assistance to Absol users, received via tickets on Discord or email requests covering various topics. **Responsibilities**: * Respond to users via Discord (tickets) and email, conduct root cause analysis of requests, and guide them toward the best solution; * Set clear expectations with users, always striving to positively influence their experience with the product; * Prioritize requests based on complexity and impact, and, if necessary, internally escalate them to the technical team according to urgency; * Thoroughly understand Absol’s rules, limitations, and Terms of Use to accurately advise users; * Identify recurring patterns in tickets and propose workflow and process improvements to stakeholders; * Log all support interactions in an organized manner for tracking and historical reference. **Requirements**: * Strong written communication skills; * Behavioral profile (analytical mindset, sense of urgency, relationship-oriented, process-driven); * Interface with technology and operations teams to route requests appropriately; * Ability to organize and prioritize tasks; * Familiarity with digital channels (Discord, email, chat); * Ability to navigate multiple platforms simultaneously. **Preferred Qualifications**: * Prior customer service experience; * Knowledge of League of Legends; * Experience with CRM tools or ticketing systems; * Continuous improvement mindset for support processes. **SPUN Perks!** 100% Remote Work: Fully remote work model with mutually agreed deliverables and availability. CAJU Multi Card: Receive 15% of your monthly contract value as flexible funds on a single balance. ️ Scheduled Break: Up to 30 days of planned rest per year to sustain peak performance. ️ Life Insurance: Financial protection and comprehensive assistance provided by Tokio Marine at no cost. English Classes (UniSpun): In-house language school offering weekly online classes grouped by proficiency level. Spunmer Experience: Integrated cultural initiatives, including personalized birthday cakes. Instituto Caldeira: Access to an innovation ecosystem, physical coworking space (PoA), and networking opportunities. SPUN Well-Being Program: Wellhub: Corporate partnership granting easy access to a wide network of gyms and fitness activities. Starbem: Telemedicine app offering included consultations in psychology, nutrition, and medical specialties\*. Fitness Incentive (Gymrats): Additional cash rewards loaded onto your CAJU card upon completing workout challenges. Training Consultation: Personalized workout planning and ongoing guidance via app with certified personal trainers. **About the Application Form:** After submitting your information, you will receive a **confirmation email for your application**. All communication during the selection process occurs **exclusively via email**, so please also check your **spam and promotions folders** to avoid missing any updates regarding your application. **About the Selection Process:** The selection process consists of the following stages: **1\. Application Collection**: The form will remain open for approximately **{{5 days}}**. **2\. Profile Screening**: Technical review of professional experience aligned with the role’s scope. **3\. DISC Assessment**: Complementary step to assess behavioral profile. **4\. Interview with People & Management Team**: Cultural alignment and evaluation of behavioral competencies. **5\. Interview with Area Leadership**: Technical assessment and evaluation of role-specific competencies. **6\. Offer and Hiring.** We receive a large number of applications; therefore, evaluations are conducted continuously and rigorously, prioritizing alignment with the role’s scope and requirements. All applicants receive feedback on their participation—whether advancing or concluding the process—upon completion of all stages. You can access our **Recruitment and Selection Data Protection Notice** via this link, which contains all information regarding data storage!