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Customer Experience Associate, Account Security ID-12311

Welcome to Discord, the leading communication platform for gamers and communities worldwide. We are currently seeking a highly skilled and passionate Customer Experience Associate for our Account Security team. In this role, you will be responsible for providing exceptional and personalized support to our users, ensuring their accounts are secure and their experiences on our platform are enjoyable. With over 150 million active users, your role will be crucial in maintaining the trust and safety of our community. We are looking for individuals who are dedicated to providing top-notch customer service, have a strong understanding of account security best practices, and thrive in a fast-paced and ever-evolving environment. If you are a problem-solver, a team player, and share our passion for creating a safe and welcoming online space, we would love to hear from you. Join our team and be a part of revolutionizing the way people connect and communicate.

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  1. Provide exceptional customer service to users of the Discord platform, specifically focusing on account security.
  2. Educate users on best practices for keeping their accounts secure and responding to any security concerns or issues promptly.
  3. Monitor and respond to user inquiries and concerns via email, chat, and other communication channels in a timely and professional manner.
  4. Investigate and resolve account security issues, working closely with other teams to ensure the safety and security of the Discord community.
  5. Maintain a high level of knowledge about Discord's features, policies, and procedures, and stay up-to-date on industry best practices for account security.
  6. Collaborate with cross-functional teams to improve and enhance the user experience on the Discord platform.
  7. Document and report any recurring issues or patterns to the appropriate teams for further investigation and resolution.
  8. Continuously seek opportunities to improve and streamline processes for providing top-notch customer support.
  9. Act as a brand ambassador for Discord, promoting and upholding our values of inclusivity, safety, and respect for all users.
  10. Provide ongoing training and support to new team members and assist in their onboarding.

Job Qualifications
Strong Technical Knowledge And Understanding Of Account Security Protocols And Procedures.

Excellent Communication Skills, Both Written And Verbal, To Effectively Interact With Customers And Address Security Concerns.

Proven Experience In Customer Service Or Support, With A Focus On Providing Positive And Efficient Experiences For Customers.

Ability To Work In A Fast-Paced Environment And Handle Multiple Tasks Simultaneously While Maintaining Attention To Detail.

A Proactive And Problem-Solving Mindset, With The Ability To Anticipate Potential Security Issues And Take Necessary Actions To Prevent Them.

Required Skills
Communication

Time Management

Multitasking

Attention to detail

Conflict Resolution

customer service

Empathy

Problem-Solving

Adaptability

team

Technical Knowledge

Account Security

Soft Skills
Communication

Conflict Resolution

Emotional Intelligence

Leadership

Problem Solving

Time management

creativity

Attention to detail

Teamwork

Adaptability

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1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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