How to become a support worker?

What is this article about?

A while ago, we published an article about the work of support service staff. Since then, a lot of time has passed and that information is no longer quite relevant. Let's try to figure out how to become a support service agent in our company.

How do we choose candidates for support?

Our main goal is to keep a sober mind and sympathise equally with all users. When making a decision, employees remove almost all emotions and are guided solely by internal regulations, which they have previously familiarised themselves with once they have been hired.

In order to find the best candidates, we examine them in a variety of ways. At the first stage, we exclude candidates under the age of 18, foreign citizens without the necessary documents, and anyone who cannot adequately write a few sentences about themselves.

For those who are found appropriate for us, we send various tests and ask a series of questions to assess a person's ability to solve various problems and seek information on them. This includes non-obvious situations that happen from time to time.

We check the completed tests and answers to questions with special care, as they help us to understand how the candidate will cope with different situations.

As in all other internal areas of support life, there is openness in the selection of future employees. Every agent has the right to participate and give their opinion on the answers you will send during the testing and interview process.

What does it mean to be a support agent?

Being a support service agent is not as easy as many people think at first glance. Working with people means frequent stress, burnout, and on update days the overall workload increases many times over.

Some candidates think of support service work as being the most trivial of conversations with users. After all, it is simple, you just need to talk a certain number of hours with different people and get paid for it, and this is inherently wrong judgement.

About 98% of the work of support service agents consists of solving difficult technical problems, answering questions about the game, accepting requests for restores, processing refunds, various kinds of complaints about players, working with various departments of the company and so on.

Only 2% of the work is just chatting with users on all sorts of topics, not just about the game.

Not every person will be able to endure such work, no matter how simple it may seem.

When and how do support recruitments happen?

Recruitment for support service is performed on an as-needed basis, which is quite logical. It is natural that with the growth of the game, there will be a need for more staff. However, we do not always solve the problem of a large flow of players by increasing the number of our employees.

Generally, we think first about functionality and employee convenience. The more convenient the tools and the better staffed, the faster and without loss of quality our answers are sent, and thus the joy of our users will not know its limits.

If we are in the process of recruiting, a vacancy appears in the job section of EXBO company website. In addition to our website, the vacancy may appear on various third-party job search platforms. For example, on the well-known HeadHunter platform.

What kind of candidates are we looking for support service?

Based on all of the above, we are looking for people with a certain mindset: attentive, thoughtful, patient. Those who understand that working in support service is an art, not just talking to strangers or giving template answers for a certain salary.

In addition, we are looking for candidates who are willing to work in a good, friendly and, most importantly, active team. support service Agents are a team that is recruited for a sufficiently long period of time. As a result, close friendships are formed within it, smoothly flowing into pleasant conversations and evenings, exchange of experience and other cooperative activities.

If you have read this article to the end and clearly sure that you are ready for such a difficult job, then the most difficult thing remains is to wait for the placement of the vacancy on various resources.

Remember, miracles don't happen to those who do nothing. We wish you good luck!