Associate - Operations Support (Games)

Company Description

Apertum Online is a leading B2B technology and operations service provider company based out of Mumbai, India providing business and technical expertise to the global online and mobile gaming industry.

Apertum offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to build and support scalable products which already provide entertainment to millions of users and take them to the next level.

Job Description

Candidate Profile

• The candidate should be an analytics-driven individual with excellent problem-solving skills
• The candidate is expected to have proven experience in root cause analysis and handling escalated issues promptly in an internet company
• The candidate is expected to have experience in handling general inquiries and escalated issues promptly within an online customer service structure
• The candidate is expected to be detail-oriented for financial data check with hands-on experience in back-office systems

Key Responsibilities

• Gaming Operations / Games Operations
• Handling day-to-day backend operations including query resolution, content management, and escalations
• Problem Solving & Analytical Skills
• Marketing Exposure
• BackOffice Configuration
• Promotions Campaign Creations
• Branding
• Monitoring and managing Customer Service operations for one or more countries (currently 4)
• Analyze the Customer Service processes and help identify areas of performance improvements
• Escalations to the Technology team, Trading, and Payment providers as required
• To execute daily & monthly payment reviews and provide reports if needed
• Website content management including banners and comments filtering

Qualifications

Skills and Qualification Requirements

• Relevant experience in an analyst function preferably in gaming or IT/ Ecom sector
• 1+ years of Ops support experience in gaming/ Ecom and with an interest in sports a plus
• Working knowledge of database architecture and management (preferably MySQL and Oracle) is a plus
• Fluent in written and spoken English
• Strong Excel / Google spreadsheet skills
• Bachelor’s degree and above in a related subject (science major) would be beneficial
• Should be flexible to work in rotational shifts and weekoffs including public holidays as per business requirement

Additional Information

• IT Asset provided
• 5 Days working
• Paid leaves of 21 days
• Annual Bonus
• Night Shift Allowance
• Overtime Payment
• Referral hire Program
• Team Outings
• Education allowance (Training courses, Udemy, Coursera, etc.)
• Job Location: Andheri East, Near JB Nagar Metro Station
• Annual company trips (e.g. For 2022 in Goa)