Senior Player Experience Agent (Temporary - 3 months)

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Description

 

We’re all in at DoubleDown.  Are you?

As the Senior Player Experience Agent, you will support the team and serve as the point of contact between the client facing and technology teams. If you have experience with Tier 2 escalation issues all while providing the ongoing daily support of Tier 1 team members, there’s no doubt you will be successful in this role.  We have players on our game around the clock, so we need to ensure they are able to reach one of our Agents at any given time.  In this role, you will need to be flexible with working Fridays – Mondays.

 

Be a high roller at DoubleDown

We're DoubleDown Interactive, a talented team of approximately 150 Software Engineers, Game Designers, Artists, Producers, Marketers, Analytical Experts, and more.  Located in Seattle’s International District, we create fun, authentic casino-style entertainment via free-to-play social and mobile games, enjoyed by millions of players worldwide. As a leader in the social casino space, we continue to revolutionize through constant innovation. Known for our fun and collaborative culture, we move quickly to deliver exciting online game experiences to casino enthusiasts and social gamers alike!

 

What you should bring to the table

  • 2+ years’ experience with a mix of customer and technical support in the web domain utilizing structured tools and methodology
  • Bachelor’s degree preferred
  • Experience with Microsoft Office (Word, Excel, PowerPoint, and Outlook)
  • Ability to work with remote team members in various geographic locations
  • Excellent organizational, multi-tasking, and time-management skills
  • Excellent written and verbal communication skills
  • Ability to interface with multiple teams and multiple levels of management

 

Placing your best bet - the responsibilities

  • Responsible for tech-related escalated customer support inquiries
  • Document, investigate, triage, and report to technical team system bugs and issues through Jira
  • Update knowledgebase/documentation in Confluence
  • Work closely with business team members to support pilot programs and initiatives by organization
  • Identify opportunities for process improvement and system improvements for internal team members as well as customers
  • Work closely with product team members to improve systems and make enhancements to our products for our customers

 

Hitting the jackpot

On our Customer Experience team, you will have a unique opportunity to learn about our games, use a wide variety of tools, and hone your customer service skills! We are researchers, educators, troubleshooters, and problem solvers who are involved in every aspect of the business. As the first line of contact for the Player, we represent the company and the games; as the direct conduit between the Player and the company, we advocate for the Player experience and give a voice to their concerns.  You will be empowered to turn negatives into positives as you seek the best solution for our customers, both internal and external.

 

Cashing in on the comps

  • Getting to the office is a breeze with one of our two company-sponsored transportation options:
    • ORCA pass, renewed annually
    • $100 monthly transportation credit
  • Stow your ride safely in the secured parking garage or bike locker available onsite.
  • It’s a gaming company, so take a gaming break and get to know your coworkers with a little competitive fun! Square off over ping pong, foosball, or pinball in our arcade.  You’ll find plenty of takers for a tabletop gaming session, too!
  • Stay in tip-top shape by taking advantage of our onsite fitness center.  Just head down to the first floor of our building, and you’ll have access to state of the art equipment, lockers, and showers. 
  • Need to relax? Get a massage or enjoy a yoga session right here in the studio! After all, who wants to work without a massage?
  • Enjoy occasional afternoons off for private viewings of first-run movies and team outings to see the Mariners play.
  • Hungry? Head to one of our two kitchens fully stocked with snacks and beverages.
  • You’ll never want to take the day off on Wednesdays, when we even provide a gourmet breakfast.
  • Want to go out to lunch sometimes, too? Our International District location is perfectly situated near a variety of excellent restaurants.

 

Looking for another reason we're the best place in Seattle to work?  We're committed to our role as an Equal Opportunity Employer – we embrace a diverse mix of voices and create a positive environment where everyone belongs.  We don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our communities.  We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.  DoubleDown is committed to providing reasonable accommodation to individuals with physical and mental disabilities.  If you need help completing your application, let us know!  Email us at [email protected] and one of our awesome HR team members will get you everything you need.  We look forward to meeting you soon!

 

To learn about us, please visit us here and watch us here!

 

To be considered, you must be at least 18 years of age with the ability to successfully pass a security criminal background investigation.

 

DoubleDown partners with E-Verify, an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • UnityLanguages
    • HTML5Languages
    • TypescriptLanguages
    • AngularLanguages
    • PrimeNGLanguages
    • BootstrapLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • DynamoDBDatabases
    • RDSDatabases
    • KinesisDatabases
    • S3Databases
    • RedisDatabases
    • RedShiftDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • UnityDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • MarketoLead Gen

Location

The Chinatown-International District is a bustling hub for great food (noodle houses, sushi & dim sum), diversity, culture and public transportation!

What are DoubleDown Interactive LLC Perks + Benefits

DoubleDown Interactive LLC Benefits Overview

We want you to be healthy & happy. Here are some benefits + perks every employees gets to take advantage of!

Culture
Volunteer in local community
Throughout the year DoubleDown volunteers in the community to give back! We have partnered with FareStart, Treehouse, Extra Life, Gay City, Seattle PRIDE and the YWCA, just to name a few.
Partners with Nonprofits
DoubleDown partners with local nonprofits throughout the year to give back! Some reoccurring companies include the National Breast Cancer Foundation and BravePup!
Friends outside of work
Eat lunch together
Intracompany committees
We have committees that work with our Studio Ops team to plan all our pop up and annual events. Events include, annual viewing of movies, trips to see the Mariners, summer picnic & holiday party!
Daily stand up
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DoubleDown employees can contribute up to $2750 annually to their FSA.
Disability Insurance
DoubleDown provides disability insurance to all benefit eligible employees at no cost to the employees & covers 60% of the employees annual salary up to $2,500/week (STD) & $15,000/month (LTD).
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
DoubleDown covers basic life insurance equal to 2 times an employee's annual salary, up to $650,000.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
DoubleDown provides employees with a 401(k) matching plan managed by Fidelity. We match 100% on the first 1% of contributions employees make, and 50% on the next 5% employees contribute.
Performance Bonus
DoubleDown offers discretionary performance based bonus plans as well as a "Big Win" Award program! This includes everything from gift cards to annual bonuses when employees meet targets set by MBOs.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 20 paid days off to eligible employees to use following the birth or adoption of a child.
Flexible Work Schedule
DoubleDown provides employees with a flexible work schedule that includes the core hours of 10am - 4pm PST.
Family Medical Leave
Employees who have been with the company for 12 months and completed at least 1,250 hours during the 12-month period may be eligible for 12 weeks of family medical leave.
Company sponsored family events
DoubleDown hosts an annual family summer picnic, as well as bring your child(ren) to work for certain pop up events!
Vacation & Time Off Benefits
Generous PTO
DoubleDown employees receive between 15 and 30 days per year of paid time off based on years of service. DoubleDown also offers 2 floating holidays to use per year.
Paid Volunteer Time
Our employees receive 8 hours (1 paid day off) per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive 56 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
DoubleDown provides a $100 monthly transportation subsidy or a fully-funded ORCA card.
Company Outings
DoubleDown hosts annual company outings for private viewings of first-run movies, team outings to Mariners games as well as annual company pop up events!
Game Room
Our game room includes Ping Pong, Foosball, Arcade Games.
Stocked Kitchen
DoubleDown has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored LaCroix you can handle.
Some Meals Provided
We provide free breakfast on Wednesdays catered by On Safari Foods!
Happy Hours
Happy hours are hosted On occasion .
Parking
We offer employees a $100 parking subsidy OR fully paid ORCA card.
Professional Development Benefits
Job Training & Conferences
DoubleDown offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Tuition Reimbursement
DoubleDown supports continuing education opportunities for employees to expand their knowledge. Employees work directly with their manager on these career development opportunities.
Lunch and learns
DoubleDown hosts "Brown Bag" lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes management & leadership mentoring.

Additional Perks + Benefits

Need to relax? Get a massage or enjoy a yoga session right here in the studio! After all, who wants to work without a massage?

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