Studio Support Staff

Who we are:

Created by game industry professionals, our programs teach kids of all ages how to design and build their own video games and robots. We cover all aspects of game development including programming, level design, animation, art 3D modeling and more. We have programs that teach students of all abilities.

GameU is committed to being an equal opportunity employer. We pride ourselves on providing a workplace based on inclusion and celebrating diversity.

Job Summary:

The Studio Support employee is responsible for both instructor support and customer assistance. This includes reaching out to students before class to remind them to attend, following up with students to ensure they were satisfied with their experience and assisting instructors during class whenever a need arises. They are also expected to communicate with customers to answer questions and rectify any issues that may arise. Lastly, the Studio Support person is in charge of using various different applications to keep customer information organized and accessible to those who need it.

Hours: Sunday- Thursday 11am - 7pm EST and Saturday 9am - 5pm EST

Essential Functions (Duties/Responsibilities):

• Follow up with students after their first class or trial class to gauge student experience.
• Manages the contact and personal inbox in Front to make sure the number of unresolved emails are at a minimum.
• Answers all Studio Support requests from instructors.
• Texts students who are missing from class
• Provides technical assistance to families over the phone if they are struggling with getting into class.
• Schedules meetings/classes between students and instructors.
• Manages the amount of tasks in Pipedrive.
• Provides assistance to instructors during class/camp sessions.
• Handles emergency class coverage when needed.
• Reaches out to families about returning to GameU.
• Gathers notes for covering classes, when an instructor is unavailable.
• Posts recaps of classes for makeup instructors.
• Works with GameU students to create a positive and engaging experience.
• Monitors and responds to customer inquiries, customer purchases, enrollments, voicemails, etc.
• Reaches out to customers via text or phone on JustCall program.
• Uses PipeDrive to seamlessly complete tasks with colleagues, access customer contact information and history, as well as make personal notes for customers.
• Communicates via slack with coworkers.
• Sends mass group texts to remind students to attend class.
• Records student attendance and student enrollment.
• Uses iClass to reference parent contact information, customer billing history, student information, current/future/past enrollments and future make-up classes.
• Awards students XP points that can be traded for prizes.
• Creates Studio Support recaps by listing all tasks completed during a shift and any additional notes that are needed for upcoming shifts.
• Discusses the services offered at GameU with potential Customers

Knowledge, Skills, and Abilities:

• Strong organizational skills, i.e. setting deadlines, goals, and making effective use of resources applied in various projects.
• A passion to connect with learners of all ages and abilities.
• Ability to work independently with minimal supervision and be self-motivated.
• Ability to create and share innovative ideas.
• Direct, effective communication.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Has thorough practical knowledge of computers.
• Ability to work well with others and collaborate effectively.

Education/Experience:

• 1 year or less related experience.
• High School Diploma or equivalent

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

Compensation:

Compensation for roles at GameU vary depending on a wide array of factors including, but not limited to, location, role, skill set, and level of experience. As required by applicable law, GameU provides the following reasonable range of compensation for this role: $14.00 - $22.37. In addition, GameU provides a range of benefits for this role. Compensation will always be compliant with the wage requirements in the state of employment.

California Residents- For information about how we use your personal information, including information submitted for career opportunities, please review our Privacy Notice at https://game-u.com/california-applicant-privacy-notice.

Job Type: Full-time

Pay: $14.00 - $22.37 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Evening shift

Application Question(s):

• Are you able to work Saturday 9am - 5pm EST and Sunday - Thursday 11am -7pm EST?

Experience:

• Google Docs: 1 year (Required)
• Microsoft Office: 1 year (Required)
• Administrative Support: 1 year (Required)

Work Location: Remote