.Do you enjoy helping customers with complex issues?- Are you a champion of customer-first processes?- Do you have an interest in competitive video gaming?If the answers to the above questions are yes, then this role could be ideal for you!In this role you will join the Support Organization at GRID, a team of 10+ customer-facing Support Agents across the globe where a professional client-first mentality is crucial to delivering customer service excellence.You will be involved in various activities before, during and after esport tournaments, working with our partners (Tournament Organizers, Game Publishers) and customers (which include esports, media and betting household names) to ensure tournaments are running smoothly and relevant game data is properly captured, processed and distributed in a timely manner.You will play a key role in the recording and reporting of technical and data issues to help us identify technical or process issues.**This position will involve**- Working weekends and 3 days of the week**What you will do**:- Collaborate with esports tournament organisers to ensure content is correctly set up for GRID to collect data- Communicate with clients, answering questions and solving issues where required- Help improve the GRID product suite based on customer feedback and defects you've identified- Record data quality issues and process issues- Expand on game and GRID product knowledge to improve our service quality- Contribute daily to our knowledge base to share your knowledge with grid employees, partners and customers.**Your skills will include**:- Championing customer-first mentality- An interest in competitive video games (CS:GO, Valorant, Dota 2, PUBG with other games a plus)- General understanding of esports tournaments- Previous experience in customer-facing Support roles- Experience with collaborative tools such as Slack, GSuite, Discord, Teams- Some level of computer science knowledge would be a plus- Available to work shifts and weekends if required- Excellent written and spoken English, with other languages a plus**About our culture**:- **Flexibility**: Work from the place that inspires and motivates you the most! From our awesome Berlin/ Wroclaw offices to the comfort of your own home. Meet up in-person with your colleagues every so often, making use of the travel opportunities GRID offers- ** Sustainability**: We're not a typical start up. We want our employees to be rested and able to perform. We offer a generous vacation allowance (28+ days a year) and the opportunity to speak with professional counselors to support mental health - covered by the business- ** Pragmatic**: GRID thrives on being pragmatic, allowing us to make the best decisions, rather than keeping to rigid processes and procedures that don't work well for us- ** Fostering growth**: Empowering employees who are determined to grow by providing a self-development budget and strong career advancement opportunities