Ho presentato la mia candidatura online. La procedura ha richiesto 2 settimane. Ho sostenuto un colloquio presso CSGO Empire nel mese di feb 2023
Colloquio
They give you an online question regarding how to deal with customer. Like how would you handle certain situation. They also give you a real ticket example. Lastly they will ask question regarding your view on the job.
Domande di colloquio [1]
Domanda 1
Describe what a great "customer support" mean to you?
Made me do a whole case study completion for their customer rep, and check some of their previous employees answers to some questions. Was asked to be very specific for each question and scenario, and to explain everything in detail. Spent over 4h on it, They came back within an hour to say no thank you, and when I pressed the issue with regards to feedback, they just said 'answers must be your own'. Went through their whole public processes and faqs studying documentation and giving proper steps when answering their questions and linking their own documentation. They just want one liners. I guess them having people with KNOWN gambling issues asking for money, and some of their reps saying 'GET A BANK LOAN' is all you needed to know about them. It's in their own so called 'study' I had to complete and review. I still have all the screenshots.
Domande di colloquio [1]
Domanda 1
Let's say that we have 10 support agents, but 2500 tickets are coming in per day, which is clearly way too much. How do you go about solving this problem?
Ho presentato la mia candidatura online. La procedura ha richiesto 2 settimane. Ho sostenuto un colloquio presso CSGO Empire
Colloquio
Even the initial application form is super long. You have to answer CS questions even from the first step. Once you make it through the first stage, you get an even longer CS test filled with scenarios.
If you successfully pass both stages, you get invited to a Discord call for a "vibe check." Be careful with this since it's NOT a vibe check, it's actually a third interview round where you have to answer platform related questions about CSGOEmpire. They expect you to know the ins and outs of the platform and how some of the core functions work.
The interviewers have no interest in listening to anything you say apart from your direct answers to the questions. I spent hours in the first two tests, and I guess I had to receive the basic training for this job on my own too.
Every step is conducted by the higher-ups in the CS Department, and one of them only has one year of experience in Customer Service. They look to be over their head with the hiring process and seem clueless on what they exactly want overall.