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Customer Relations Specialist (Concierge)

Linden Lab is looking to add to our talented Customer Relations team. Our Customer Relations Specialists are front-line employees responsible for providing technical support and customer service to the Second Life resident community. This team is also responsible for partnering with our internal Engineering, Product and Marketing teams to drive product and feature improvements based on feedback received directly from the customer. We are a 24/7 service center operation and the position may require shift-work during non-traditional hours.

The Concierge Customer Relations Specialist is responsible for providing world-class support to the Lab’s highest-value paying customers. Using multiple support routes (phone, live chat, ticketed support), the Specialist must apply a high degree of technical knowledge, polished communication skills, and up-to-date familiarity with evolving technical issues and internal policies to solving a dramatic range of our Concierge customer’s concerns within an exceptionally quick timeframe.

• Contribute to daily out-performance of Service Level Agreements while responding to Concierge-class customers (“Residents”) contacting us via chats, phones, and support tickets.
• Coordinate workflow handoffs between the Concierge team and other departments (Fraud, Governance, Legal, Billing, QA and Operations) to effectively diagnose and address potentially complicated Resident requests.
• Develop and maintain amiable, effective relationships with high-touch Residents who have a long-term commitment to the continued success of the Second Life platform.
• Balance a high degree of empathy with consistent defense of disclosure and privacy policies.
• Perform in-world and backend-tool-based operations to diagnose and edit Regions on the platform, providing performance analysis, specific non-Governance technical resolutions, and personalized account updates (acquisitions, cancellations, renames, moves, consolidations) in a timely and efficient manner.
• Be able to switch tasks quickly to support momentary surges in other team members’ assigned communication channels. Collaborate on large or complex tasks as needed.
• Apply proper discretion when evaluating Resident requests for special one-time considerations on service fees and related policies.
• Be the “voice of the Lab” by posting timely alerts to service interruptions and subsequent updates to the Lab’s official Status blog and Twitter feed.
• Assist in defining, reporting, and quantifying emerging bugs and performance issues via the JIRA system and associated case tags.
• Maintain high interactions per hour with excellent Customer Satisfaction (CSAT) scores at all time.
• Uphold the values and ideals of Linden Lab and the highest standards of customer service professionalism at all times.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent communication skills, including superb interpersonal and nonverbal communication aptitude across various settings including in world, chat, telephone, and writing (be ready and willing to take a written skills assessment test).
• Technical troubleshooting skills that include diagnosing minor hardware, networking, connectivity and software issues.
• Ability to multi-task, work under pressure, and communicate with multiple individuals at once.
• Demonstrated ability to think and work as part of a team, to integrate with others and to show personal initiative when necessary
• Analytical, creative thinking and problem-solving capabilities
• English language fluency
• Flexibility to work weekends, evenings and non-traditional hours
• Advanced Second Life product knowledge is preferred.
• A well-developed sense of humor, a thick skin, and a positive outlook are a plus!

• Bachelor’s degree or equivalent academic training and experience.

• Prior experience with Second Life and/or technical support experience with established online MMO games or communities, is preferred
• Preferably held a prior Second LIfe support position with 1 or more years experience

No travel required.

The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use the computer and communicate with coworkers in an office environment. The employee frequently is required to stand or sit to complete work and may occasionally lift and/or move up to 10 pounds.

The statements herein are intended to describe the general nature and level of work being performed by employees in this job. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.