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Contact Center Escalation Agent

Overview

The Contact Center Escalation Agent will work as part of a team to provide exceptional customer service in a fast-paced environment in support of The Elder Scrolls Online, Fallout 76 and other ZeniMax Titles. This includes: handling issues that could not be resolved in a timely manner due to uniqueness or as the result of an emerging issue; specific customer cases; contacting customers who did not have an outstanding customer experience; coordinating and assisting in deeper dives or emerging issues and unique cases. ZeniMax Online Studios and Bethesda Softworks offer a fun and exciting environment, creative and friendly coworkers, and some of the most respected franchises and intellectual properties in gaming!

Responsibilities

• Contact customers that were not satisfied with the customer experience they received
• Constantly deliver the highest level of customer support to every customer contacted
• Deliver feedback on processes and agent work to managers
• Resolve and document resolution of unique, highly complex or previously unseen issues
• Coordinate with and become a Subject Matter Expert for key titles; coordinate with other contact center teams, other departments, and development studios on best ways to resolve escalated and emerging customer issues
• Coordinate, communicate and escalate sensitive issues
• Know internal policies and procedures – and when to consider making exceptions to them
• Maintain solid customer relationships by handling questions and concerns with speed, courtesy, and professionalism
• Create processes and work flows so that emerging issues can be resolved and shared with T1/T2 agents
• Perform other duties as assigned by management

Qualifications

• 2+ years experience supporting customers in a contact center environment
• Familiarity with mass response techniques and/or mass action processes for bulk processing
• Familiarity with different mediums of support:
  • Email
  • Mass response
  • Forums
• Ability to handle a variety of issues and requests. These include but are not limited to:
  • Account
  • Technical
  • Billing
  • In-game
  • Terms of Services
• Well-developed soft skills and communication etiquette
• Extraordinary attention to detail and proven ability to follow issues through to completion
• Ability to self-organize, manage work time and multi-task professionally
• Display time flexibility towards shifts as per departmental requirements
• Excellent verbal and written communication skills
• Ability to constantly achieve high levels of quality with every customer contact and interaction
• Excel at team participation and ability to demonstrate high levels of coordination
• Ability to work effectively in a highly dynamic and stressful work environment

Preferred Skills

• Experience working in a 24/7 contact center
• Experience working in a global and multi-cultural environment
• Knowledge and passion for Massively Multiplayer Online Games

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