Customer Service Representative

ABOUT OUR STUDIO

Our headquarters is where the gaming culture and Southern California lifestyle meet, creating a vibrant work environment that epitomizes our belief that every day should be well played. Daybreak San Diego is the home of Darkpaw Games, creators of the legendary EverQuest and EverQuest II games. This is also the home of Rogue Planet Games, developer of the award-winning MMOFPS PlanetSide 2.

The perks of working at Daybreak San Diego extend well beyond the beautiful weather in this prime location. Access to the local gym, as well as on-site fitness classes, game nights, and a strong appreciation for the local craft brew scene (we even turned one of our original game servers into an on-site kegerator) are just some of the ways that make working at Daybreak (San Diego) exciting! Working here is about being part of a community.

Find out more about our studio at www.daybreakgames.com.

THE OPPORTUNITY

SALARY RANGE: $15.50 - $16.30 per hour, pay may vary by location.

The Customer Service Representative (Temp) is responsible for supporting players and works diligently to resolve any issues that customers may be experiencing in the Customer Service Department at San Diego reporting to the Manager, Customer Service, this position will be responsible for:

Day to Day Responsibilities

• Champion outstanding customer service for all players while maintaining a customer comes first mindset
• Assist customers by responding to CRM ticket ingress-subjects often include (but are not limited to); Missing items, content anomalies, ‘keeping the peace’ by upholding the Terms of Service and the Code of Conduct, purchase issues, account recoveries, connection or computer related issues, and general billing questions
• Communicate with players in a timely, helpful, and friendly manner
• Document each ticket with relevant information pertaining to the issue and resolution
• Detailed log analysis and metrics research to accurately investigate, diagnose and resolve player issues
• Utilize internal and third-party tools to moderate the game servers, ensuring fair play
• Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines
• Communicate game issues to team members
• Develop and acquire game knowledge to become proficient with Daybreak Games' portfolio of games
• Multi-task and troubleshoot cross-platform problems
• Troubleshoot basic computer and connection issues

Experience and Qualifications

• 1+ years’ experience as a Customer Service Representative
• High School diploma or equivalent experience
• Experience with online gaming communities, either as a player or industry work
• Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel)
• Knowledge of CRM systems such as Zendesk
• Working knowledge of using a calm demeanor to handle escalating situations with impartiality
• Excellent and effective problem solving and time management skills
• Effective verbal communication and written skills
• Creative problem-solver, self-driven with a strong work ethic
• A passion for game development and technology

Pluses

• Knowledge of Daybreak Games’ titles
• Knowledge of an array of video games on PC and consoles
• Knowledge of Game development

ABOUT OUR COMPANY

Daybreak Game Company LLC is a recognized worldwide leader in massively multiplayer online games. Best known for blockbuster hits and franchises such as DC Universe™ Online, PlanetSide®, EverQuest®, and Dungeons and Dragons Online®, Daybreak creates, develops, and provides compelling online entertainment for millions of gamers worldwide. We are the game publisher for Darkpaw Studios, Rogue Planet Gaming Studio, Dimensional Ink Games, and Standing Stone Games. To top it off, we are making games in three of the coolest cities in the United States: San Diego, Austin, and Boston. We make games that bring people together and build lasting communities and are totally devoted to delivering the ultimate gaming experience! Find out more about our company at www.daybreakgames.com.

Be Aware of Fraudulent Recruiting Activities
Daybreak Game Company will never ask applicants for social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or through online messaging apps (WhatsApp, Hangouts). We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Daybreak Game Company’s People & Culture team at people@daybreakgames.com if you encounter a recruiter or see a job opportunity that seems suspicious.

**Daybreak Game Company, LLC. is an Equal Opportunity Employer, committed to Diversity in the workplace.**