About Twitch

Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on Linkedin, Twitter and on our Blog.

About the Position 

Twitch Customer Support is passionate about solving issues for all of Twitch’s community members. We are looking for exceptionally talented, bright, and driven people. In alignment with Amazon’s customer obsession philosophy we are bolstering our Customer Support team to provide world class service to all of our community members, whether they be creators, customers, developers, or viewers.

We are looking for a Customer Support Representative to join our growing team in either our San Francisco, London, or Irvine office. As a CSR on the Twitch Support team, you will need a broad skill set to be successful. Not only will you be directly responsible for supporting the wide variety of Twitch users, while ensuring they have the best possible experience, but you will also spend time working with product and engineering teams to share customer feedback and insights to help us build the best possible platform and services for our community.

As a CSR, you will review and resolve support requests utilizing a variety of software tools to navigate user accounts, research and review policies, as well as communicate effective solutions to our community in a fun and dynamic environment. Twitch has a positive, diverse, and supportive culture— Our global team is constantly iterating, solving problems, and working together to empower people around the world to better the Twitch community and connect in meaningful ways.

Responsibilities

  • Effectively resolve customer inquiries in a considerate, accurate, and timely manner.
  • Meet service level agreements set by Twitch Customer Experience leadership
  • Track issues escalated for resolution to ensure customers receive a timely response
  • Maintain a positive, customer focused attitude at all times
  • Immerse yourself into the culture of Twitch, the video game industry, and our expanding repertoire of content
  • Identifying customer needs and communicating them to the relevant teams
  • Work closely with product teams to monitor performance of products and corresponding support metrics
  • Uphold company values and strive to always improve the platform and community experience 

Requirements 

  • Fluent Spanish and English speaker
  • BA/BS or Associate’s degree OR related technical training OR equivalent work experience
  • Experience as a broadcaster on Twitch
  • Previous work in customer support, tech support, or moderating content for a web-based application
  • Working knowledge of Windows, Mac, & mobile operating systems
  • Ability to empathize with and prioritize customer needs
  • Able to maintain composure and ownership during stressful communications
  • Clear and concise communication skills
  • Agile and adaptable, particularly as programs and procedures change
  • Critical thinker, especially as applied to determining customer needs and providing appropriate solutions
  • Strong problem solving and troubleshooting skills, notably basic home network troubleshooting
  • Effective time management and multitasking skills
  • Work well in a dynamic globally distributed team environment

Bonus Points

  • Written and verbal fluency of multiple non-English languages. Please list skill levels of applicable language(s) in your resume
  • Proficiency in Salesforce or comparable CRM, JIRA, GSuite, GitHub, Slack, and various broadcasting software
  • Knowledge of the Twitch APIs
  • Native member and deep knowledge holder of the Twitch community
  • Capable of distinguishing a dank meme from a regular meme

Perks

  • Private Medical Insurance
  • Dental, Vision & Life Insurance
  • Pension Plan
  • Maternity & Parental Leave
  • Paid Time Off & Holidays
  • Commuter Benefits
  • Amazon Employee Discount
  • Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, etc.)
  • Lunch Served Four Times a Week
  • Free Snacks & Beverages

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Voluntary Demographic Questions

Our mission at Twitch is to enable creators to make a living entertaining and educating their fans. We serve a diverse, global community and it's important that we have teams with a wide range of backgrounds, experiences and perspectives, in order to better serve our streamers and grow our business. All team members play a vital part in bringing our mission to life. At Twitch, we believe everyone has a role to play in creating an inclusive environment where everyone can thrive and grow.

In order to measure our effectiveness in recruiting a wide range of talent to Twitch, we invite all applicants to self-identify their gender, race and ethnicity, gender identity, sexual orientation, disability and military veteran status.  It’s our policy to provide equal employment opportunities to all applicants based solely on their qualifications. Your voluntary self-disclosures will be anonymized in reporting, and will not be used in any aspect of employment related decisions, nor shared with hiring managers. Declining to self-identify will not subject you to adverse treatment. Twitch does not discriminate on the basis of gender, gender identity or expression, sexual orientation, race/ethnicity, veteran or disability status, or any other protected group. 

Self-identification categories:

  • Gender: a person’s sex, as defined by their assigned sex at birth.
  • Gender Identity: a person's internal perception of their gender and how they label themselves (may or may not correspond to gender assigned at birth).
  • Race/Ethnicity: a person’s race (Asian, Black, Native American or Alaska Native, Native Hawaiian or Pacific Islander, White, Two or More Races) and whether they identify as Hispanic/Latinx.
  • Sexual Orientation: a person's sexual identity in relation to the gender to which they are attracted.
  • Disability: a person who has a physical or mental impairment which substantially, or occasionally, limits one or more of their major life activities.
  • Military Service: a person who has spent time serving in any branch of the military (may be retired or active).

 

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