Job Description

Please, no 3rd Party or HIB Visa applicants

Virtual Reality Support Specialist

Purpose of the Role

Guide and support users in their journey into the metaverse, making them comfortable with this novel technology as a part of our white-glove service, and support them in issue resolution.

Measures of Success

• Successful onboardings (customer satisfaction)
• Timely delivery of customer requests
• Timely turnaround of support requests
• Continuous improvement of processes

General Responsibilities

As Onboarding Heroes, you will be responsible for introducing customers to and providing front line support so they can get the best from our exciting range of products.

Your responsibilities include:

• Executing flawless end-to-end user onboarding journey (making sure headsets are delivered, scheduling onboarding & DEMO sessions, training users of how to use VR and how to navigate in our products, troubleshoot any issues, follow up on customer satisfaction results , informing stakeholders of status etc)
• Running DEMO sessions in VR
• Direct communication with C-Suite customers by telephone, electronically, in VR and face to face
• Managing any incoming customer support requests through resolution
• Documenting, tracking, and resolving customer issues
• Engaging relevant internal teams for issue resolution
• Support sales & customer experience managers in customer delivery
• Creating digital worlds in line with the customer delivery requests, manage users & content on admin portal
• Supporting in person/hybrid/VR events
• Continuously improving processes
• Driving the product teams based on customer needs & feedback
• Maintaining & Updating installation / onboarding guides/documents
• Supporting product team in user research
• The role may involve International and domestic travel to in-person events

Skills & Attributes

• Passionate about customer service & service-oriented (really cares about delivering amazing experiences to our customers)
• Excellent interpersonal skills
• Excellent written and verbal communication
• Proactive in finding solutions & solution focused
• Problem-solving skills
• Attention to detail
• Organization skills
• Prioritization skills
• Delivery-focused
• Ability to remain calm under pressure
• Team player
• Does not make assumptions, curious and asks questions
• Ability to work flexible working hours / shifts to accommodate customer needs
• Comfortable with Virtual Reality (particularly Oculus Quest 2) and or software
• Proficient with Office 365