REMOTE Support Technician PST Time Zone Candidates Only

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

 
This position is remote but requires someone within the Pacific Time Zone.

Description

Immersive Gamebox is on a mission to reinvent how we play video games. We’ve created an immersive team challenge, which takes place in interactive Gameboxes, where players work together to win. The Gameboxes feature a range of techniques, including projection mapping, touch screens, motion tracking, and surround sound, to deliver a fun and immersive experience without needing headsets.

We are looking for people who want more than a job - they want to help build a company that disrupts an entire industry. With Immersive Gamebox, you’ll be allowed to push your boundaries, find out what you’re capable of, work with and learn from brilliant colleagues, and enjoy the journey of building a business. Sound like something you can get on board with? Awesome.

The Job

As a VOC Technician at Immersive Gamebox, you are our venues' first port of call to ensure they receive a fast response to their queries.

The VOC Technician is the main point of contact between venue staff and the systems that enable daily operations. Knowing how the various systems interact and applying good troubleshooting skills is essential.

The VOC Technician position is chiefly concerned with applying known solutions to various issues originating from venues. Following the resolution process for these issues is critical to reinforce consistent customer service across the install base.

You will also ensure that Guests receive timely responses to their inquiries within the required SLAs while providing them with exceptional customer service.

Duties / Responsibilities

• Maintaining system functionality by testing the venue system, helping with the application of preventive maintenance procedures, and providing a sounding board for venue staff feedback on system performance
• Responding to inbound inquiries (Ops & Tech button, email)
• Prioritising queries in accordance to importance and impact to the Guest or Venue
• Resolving technical questions regarding the gamebox and supporting equipment such as payment readers, on-site booking platform, and proprietary gamebox application
• Keep up to date with bookings and queries
• Helping guests with FAQs and promoting the experience
• Assisting in taking group bookings
• Supporting the venue team’s enquiries
• Responding to feedback and delivering any guest rescue required.

Required Skills + Abilities

• 1-year minimum of support experience
• Ability to use productivity applications such as Google’s productivity suite, web browsers, bespoke internal web applications, and familiarity with basic networking concepts. Familiarity with Linux is helpful.
• Proven experience in managing technical queries
• Experience in working with technology, both customer-facing and business operations
• Excellent interpersonal skills and ability to build relationships (internal/external)
• Optimistic, enthusiastic, and “can do” attitude
• Precise, organized, and attentive to detail
• Thrives in a fast and changing environment
• Calm under pressure, able to troubleshoot and solve problems quickly
• Commitment to efficiency and excellence - do things fast and right.

Benefits

• A new and exciting concept with an ambitious growth plan
• A chance to test our games before the general public
• Highly experienced Founders, Executive Team, and Investors
• Bonus and incentive programs
• Health, Dental, Vision insurance
• Paid Time Off (Vacation and Sick)
• 401K
• Employee Assistance Program - EAP (Self and Family).