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Customer Support Agent

Overview

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 e-mail, text chat, text chat, phone, forums, Discord, Twitter, 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, both proactively and reactively, about game-related support issues, and matters related to our Terms of Service
• 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

Qualifications

• 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
• Can meet internal goals, objectives, and KPIs
• Can 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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