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Customer Support Representative II
2 years ago
KingsIsle Entertainment, established in 2005, is a proven MMO hit-maker with 50+ million registered users across both our MMOs with vibrant and strong communities. Our award-winning game Wizard101 is currently in its 13th year and Pirate101 is in its ninth. We attribute our success to great people, and we recognize the value of every team member. We work hard and have fun, whether it’s with lunchtime gaming sessions or office outings to the movies. The working environment, friendly teammates, and support for growing careers all contribute to the long tenures many people enjoy at KingsIsle.
The Customer Support Representative II will be responsible for issues escalated from first tier customer support. These issues will generally be more technical in nature or require extended investigation such as client troubleshooting or billing issues. The Customer Support Representative II will be expected to possess sufficient technical skills to allow them to identify and troubleshoot a wide variety of computer, network, and game related issues.
Responsibilities- Provide Level 2 and in-game support for KingsIsle customers
- Resolve customer billing issues and inquiries
- Resolve hardware, operating system or networking issues based on pre-defined criteria, with additional inquiry based upon technical knowledge
- Handle escalated issues as required
- Conduct research to resolve inquiries or problems that cannot be answered immediately
- Log issues and information into ticketing systems as required
- Perform administrative support duties (log issues, enter customer contacts, maintains databases, data entry, files, updates customer records, etc.)
- Create written support materials for use internally, or for self-help by customers
Requirements- 2+ years of technical support experience in a fast-paced environment
- Excellent customer-facing skills – ability to calm irate customers, resolve difficult issues
- Demonstrated written and verbal communication skills, including a clear professional manner with the ability to express empathy and demonstrate flexibility
- Excellent problem-solving and analytical abilities
- Knowledge of PC hardware including graphics cards, audio cards, monitors and networks
- Experience with installation, configuration, and the use of ISPs, Windows, IE and other browser software
- Ability to work in a flexible schedule to meet the customer demands; will need to work weekends
- We are currently only considering candidates already residing in Central Texas.
Preferences- Gaming experience
- Knowledge of Wizard101 and Pirate101
Perks & Benefits- Competitive compensation
- Health, dental, and vision care benefits
- 401(K) with employer match
- Company fun days, parties, and unlimited PTO
Considerations- Please make sure that the durations of your education and employment on your resume are included in month/year format
- Salary will be commensurate with experience
- Applicants must be legally able to work in the U.S. for KingsIsle
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