Lucky VR is a virtual reality (VR) game development studio that’s creating the next generation of online social gaming. Our exclusive partnership with PokerStars (the world’s largest poker site) has propelled our debut game (PokerStars VR) to becoming one of the most popular multiplayer games in VR.

Originally based in Toronto, our team has adopted remote working for the future. As we continue to grow rapidly, we’re looking for talented people to help make our ambitions a reality. If you’re passionate about gaming and VR, we’d be delighted to hear from you!

Role

Lucky VR is looking for a dedicated Customer Service Agent to join our team. The team is currently in need of a member who will be responsible for our night shifts (12-8 AM Eastern Time). Any applicants should be ready to work this time slot regularly as the company transitions to a 24/7 support model. This role will also require you to work weekends and holidays.

Responsibilities

• Follow established protocols to resolve account, technical, and payment, related issues to the player’s satisfaction meeting all deadlines assigned, ensuring that support is consistent across all teams.
• Participate enthusiastically in training and development activities when requested to further improve the overall knowledge of the Customer Service team.
• Provide informed support to players by staying up to date on game information, latest patch information, and industry related news which impacts support.
• Demonstrates self-directed focus and provides an outstanding support experience to players by self-imposing high standards for success in alignment with established standards.
• Builds relationships with coworkers and customers by accepting and welcoming diversity of knowledge, capabilities, insights, and backgrounds. Working effectively with individuals of contrasting or variant backgrounds.

Requirements

• Demonstrable years of player support/customer service experience in the games industry, preference for web/email-based chat environment
• Availability to work a flexible schedule that is primarily night shifts (varying days and hours)
• Ability to write clearly and accurately following conventional rules for grammar, mechanics, and spelling.
• Proficient use of PC including but not limited to, use of dual monitors and demonstrated typing efficiency and accuracy.
• Rudimentary knowledge of casino games, computer systems and gaming platforms