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Bilingual Customer Service Agent - Italian

The Bilingual Customer Service Agent - Italian is responsible for maintaining positive relationships with our game players by helping them with their requests with speed, expertise, courtesy, and enthusiasm. This includes a wide variety of gameplay needs, technical advice, account & billing requests, and product information. Successful candidates will typically have a positive attitude, passion for gaming, analytical thinking, computer savvy, and experience in customer service contact centers. We offer a fun, exciting, and challenging environment in one of the most energizing gaming organizations in the industry!

Responsibilities:

• Interact with our customers in all of our Italian gaming environments to promote customer satisfaction
• Handle customer requests for our entire catalog of products and services, including:
  • Help with product information, account & billing requests, technical help, gameplay help
  • A mix of email, chat, phone, and social networking
• Maintain a working knowledge of our products and services
  • Standard console and PC products
  • Massively multiplayer online games
  • Other online services
  • All current gaming platforms (mostly Xbox, PlayStation, Windows PCs)
• Contribute to record keeping & knowledge management for product knowledge bases
• Create, edit, review, and publish content in Italian for the Customer Service department in response to requests from internal stakeholders/external users
• Maintain accuracy, relevancy of all internal/external content

Requirements:

• Native Italian language speaker
• Excellent verbal and written communication skills in both Italian AND English
• Experience working in a contact center
• Experience with phone or chat-based support
• Strong customer service ethic, positive attitude, and enthusiasm
• Able to work evening and weekend shifts as required by the business
• Strong time-management and organization skills
• Possess excellent teamwork skills, and are also able to work well independently
• Familiarity with online environments and social networks
• Possess a strong attention to detail
• Passion for gaming
• Good typing skills

Desired Skills:

• Previous customer service, community management, or public relations experience
• Knowledge and passion for massively multiplayer online games
• 1+ years translation/localization experience (Italian)
• 1 + years writing/editing/technical communication experience
• Excellent editorial skills with the ability to write clearly for a diverse audience
• Enjoy competitive games, of any genre, and participate in their online communities
• Have managed or contributed to wikis, or other collaborative knowledge solutions
• Familiarity with productivity software, including Microsoft Office products
• Technical troubleshooting ability with Microsoft Windows operating system
• Familiarity with MacOS or Mobile operating systems
• Bachelor’s degree or equivalent experience