This job might no longer be available.

Customer Support Lead

Overview

ZeniMax is looking for an experienced Customer Support Lead for our global Customer Support Team. ZeniMax offers a fun and exciting environment, creative and friendly coworkers, and some of the most respected franchises and intellectual properties in gaming!

Responsibilities

• Maintain solid customer relationships by handling help requests with quality, courtesy and efficiency
  • Identify, troubleshoot and resolve billing and technical issues escalated by players via phone and e-mail
  • Investigate and resolve billing and tech related escalated issues
  • Educate and inform players accurately and proactively about game-related technical issues
  • Perform data entry and account maintenance as required
  • Communicate with players en masse during periods of high contact volume as needed

• Maintain a working knowledge and expertise of our products and services
  • Understand and remain up-to-date with the technology relevant for supporting our customers
  • Know and adhere to internal policies and procedures
  • Act as a subject matter expert for a variety of our products, services, and/or processes

• Collaborate with Contact Center Managers and Project Managers
  • Work directly with Project Managers and Managers on training requests in advance of major product releases / updates
  • Work directly with Project Managers and Managers on tools requirements as needed
  • Collaborate with agents and supervisors to provide reporting (emerging issues, mis-escalated issues, feedback, etc.)
  • Ensure agents are empowered with the knowledge and skills to deliver first time resolution with all contacts by actively participating in the KCS process
  • Regularly submit updates to agents and extended branches of our business as needed

Qualifications

• 4 years of customer service experience
  • 1 year experience in an advanced technical support role
  • Confident communicating with customers via telephone
  • Strong customer service ethic
  • Enthusiastic, positive, and professional attitude in all interactions
• Ability to work flexible shifts including some nights, weekends, and rotating holidays
  • Able to quickly adapt and multi-task in a busy environment
  • Self-starter with an energetic personality who works well alone and with a team
• Professional communications and documentation skills
  • Strong troubleshooting, analytical, and collaboration skills
  • Familiarity with computer hardware and consumer electronics for gaming
  • Familiarity with computer operating systems
  • Experience with productivity software including Microsoft Office
  • Knowledge and passion for massively multiplayer online games and online environments
• Have a working knowledge of game consoles

Preferred Skills

• Bachelor’s degree or equivalent experience
• Experience working within an international company
• Experience in entertainment software industry

Applicant Privacy Notice

CCPA Applicant Privacy Notice