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Customer Service Representative (Temp)
3 years ago
LET'S MAKE GAMES BETTER TOGETHER.
Here at Daybreak, we make games that bring people together: to build them and to play them. Together we have built and introduced some of the most famed and beloved gaming franchises to millions of players worldwide including H1Z1®, DC Universe™ Online, PlanetSide®, and EverQuest®.
We are obsessed with the entire creation process and passion for play is what makes us one with our players. From group raiding epics in Norrath to watching our favorite streamers ravage zombies in the post-apocalypse, we are devoted to delivering the ultimate gaming experience to our communities.
Let's make games better together. Are you up for the challenge?
Our Standing Stone Games studio is looking for a team-oriented Customer Service Representative (temporary) who is responsible for directly interfacing with players and troubleshooting issues through live-chat and email support, ensuring that player queries are answered in a timely fashion with an ultimate goal of first contact resolution.
Teamwork and a professional attitude are key in this role. Communication skills, both written and verbal must be professional and accurate to interact with customers. Must be willing to update the team and provide trending issues to ensure widespread reports and escalated needs. Strong interpersonal skills are very important as well as you will be working with Players, Quality Assurance and development leads.
The ideal candidate will feel empowered to make decisions that address player concerns in order to facilitate issue resolution and maintain a loyal player-base. This person will have previous professional customer service or quality assurance experience, available to work a minimum of 40 hours a week Monday through Friday with the potential of overtime during the nights, weekends and holidays.
YOUR CONTRIBUTION:
- Critically evaluate issues and events to address player issues effectively
- Be consistently proactive with identifying issues players experience in-game (quest, items, purchase, etc.)
- Maintain a professional and calm demeanor during periods of high volume or unusual events to keep operations running to company standards and to set a positive example for team members
- Provides timely and dedicated service, focused on effective responses with a customer comes first attitude with a goal to build a strong rapport.
- Able to work independently and anticipates customer or team needs by constantly evaluating work environment
- Attend report reviews, daily stand-ups, planning meetings, etc.
- Make recommendations for resolving blocking issues or mitigating risks
- Follow Daybreak and Standing Stone Games procedures outlined by the Customer Service Lead and Management
- Continually develop and acquire game knowledge to become proficient with Standing Stone Games' portfolio of games
- A passion for PC games, especially RPGs and MMOs
YOUR EXPERIENCE:
- 1+ years’ experience working as a Customer Service representative
- Education High School Graduate or equivalent
- Must have experience working with live-chat and email ticket support system
- In-depth knowledge of video game industry and MMO games
- Knowledge of Video Games on PC and Consoles
- Strong interpersonal and communication skills
- Willing and comfortable to multi-task several different missions during each shift
- Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel)
- Experience with consoles (e.g., PlayStation, Xbox platforms)
- Ability to follow verbal and written instructions
- Strong analytical and organizational skills
- Available to work any shift
PLUS:
- Familiarity with Zendesk or CRM software
- Familiarity with Lord of the Rings Franchise
- Familiarity with Dungeons and Dragons
Think you're Standing Stone material? Send us your resume and cover letter. Make sure to include your Twitch/YouTube channel (if you have one), social media handles, and/or link to your portfolio. We are looking for people who don't just upload their basic resume, but rather, are looking to get noticed. So, go ahead, impress us!
Standing Stone Games LLC is a recognized worldwide leader in massively multiplayer online games. Best known for blockbuster hits and franchises such as The Lord of the Rings Online™and Dungeons and Dragons Online®, Standing Stone creates, develops, and provides compelling online entertainment for millions of gamers worldwide.
Standing Stone Games is an Equal Opportunity Employer, committed to Diversity in the Workplace.
*Employment Agencies: Please do not contact this job post with unsolicited services or offers*
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