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Customer Support Agent
4 years ago
The Customer Support Agent 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:
- Identify, troubleshoot and resolve billing, technical and in-game issues from players via phone, text chat, e-mail, and social media
- Cultivate a positive attitude of helpfulness, professionalism, and enthusiasm to be shared with customers and fellow employees
- Maintain solid customer relationships by building positive rapport while handling questions and concerns with speed, courtesy, and professionalism
- Understand and remain up-to-date with the technology relevant for supporting our customers
- Know and adhere to internal policies and procedures
- Perform data entry and account maintenance, as required
- Educate and inform players accurately and proactively about game-related support issues
- Escalate and communicate ongoing and common game-related support issues
- Investigate and communicate reports of service outages
- Escalate and communicate any legally sensitive issues
- Perform other duties as assigned by supervisor
Requirements:
- Are willing and able to work alternating shifts and weekends as required by the business
- Are fluent in written and spoken English
- Are well organized, with the ability to prioritize and work in a dynamic, fast-paced environment
- Are a self-starter with an energetic personality who works well alone, and with a team
- Are able to meet internal goals, objectives, and KPIs
- Are able to quickly adapt and multi-task in a busy environment
- Have excellent communication and troubleshooting skills
- Have good typing skills with gaming and internet expertise
- Have familiarity with online environments and social networks
- Are confident in communicating with customers via telephone
- Have a strong understanding of customer service
- Have strong interpersonal and communication skills
- Have at least 6 months of customer service experience
- Proficient in MS Office and Windows
Preferred Skills:
- Fluency in additional languages, spoken or written
- Experience in a technical support role
- Experience working with or an understanding of MMOs
- Bachelor’s degree or equivalent
- Have a passion for video games
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