Technical Support & Guest Experience Specialist
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At a glance
Job overview
Immersive Gamebox is hiring a Technical Support & Guest Experience Specialist. Immersive Gamebox seeks a proactive VOC Specialist to manage inbound venue issues, customer tickets, and operational tasks, delivering fast‑paced, high‑energy support while enhancing guest experience across its UK locations.
Key focus areas include Lead first‑line proactive support for technical and operational queries, Prioritise queries based on importance and impact to venues and guests, and Follow troubleshooting procedures using the knowledge base.
Important skills include Customer Service, Technical Support, Problem Solving, Time Management, Technical Troubleshooting, and Operational Support.
Skills & qualifications
Skills
Qualifications
Benefits
Full job description
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
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