Technical Support & Guest Experience Specialist

VENUE OPERATION CENTRE (VOC) SPECIALIST Full-Time | UK, Remote | Flexible Availability Required Target Start Date: ASAP ABOUT US Immersive Gamebox is redefining what it means to play together. We create social gaming experiences using cutting edge technology, with more than 25,000 five star TripAdvisor reviews across global locations in the UK, US, Canada, Germany, France, Australia and Saudi Arabia. THE ROLE We’re hiring a passionate, proactive & customer service focused VOC Specialist to oversee inbound venue issues, customer tickets and operational tasks. You’ll run support operations whilst driving guest experience. If you thrive in fast paced environments and have a passion for excellent support, this is for you. KEY INFO • Salary: £30,000 per annum • Hours: 40 hours per week • Start: ASAP • Probation: All new hires are subject to a 90 day probationary period. During this time, performance, reliability, and team fit will be assessed to determine continued employment. WHAT YOU’LL DO • Lead the first-line of proactive support for technical & operational queries from our venues and simultaneously handle inbound customer communications. • Prioritise queries in accordance to importance and impact to our venues and guests. • Follow troubleshooting procedures to reinforce consistent customer service across the fleet using a knowledge base of solutions used to tackle various tickets. • Adhere to targets on inbound communications for response & resolution times, and customer satisfaction, whilst keeping the quality delivery high. • Helping guests with FAQs and their bookings, whilst promoting the experience. • Completing additional operational tasks with appropriate training. WHAT YOU BRING * 2+ years as a support agent or specialist in hospitality or entertainment. • Hands on support style and customer centric approach. • Experience with technical and/or operational support or troubleshooting. • Experience within guest experiences. BENEFITS • Paid vacation and holidays • Mental health support through our Employee Assistance Program • Employee discounts through LifeMart • Fast paced, high energy work culture