Customer Support Representative

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505 Games is looking for experienced Customer Support Representatives to be responsible for web-based support across a wide range of games and platforms. They will have direct involvement in customer service processes, player retention, and product improvement.

Key Responsibilities and Accountabilities:

• Act as first point of customer contact, managing daily interactions in a web-based ticket environment
• Collaborate in the triage, investigation, and resolution of customer-reported issues
• Become an expert in gameplay and product knowledge, contributing to internal and customer-facing content for FAQs, knowledge base articles, and wiki entries
• Contribute to and fulfill Customer Support best practices, SLAs, and protocols
• Provide feedback on improving Customer Support strategies, procedures, internal systems, and policies
• Escalate concerns and areas for improvement to management, following up proactively when necessary
• Identify, document, and communicate trends in customer-reported issues and negative service feedback
• Possess customer-centric skills and communicate effectively with people at all levels of the organization
• Establish and maintain effective working team relationships and rapport with all departments
• Participate in preparation efforts for all game launches, content updates, and events
• In addition to your specified responsibilities, you may be required to undertake other duties at the request of 505 Games

Qualifications and Experience:

• 2+ years of previous experience in a video game customer support environment
• Ability to handle complex customer service issues with a focus on providing positive customer interactions and follow-up
• Expertise with current web-based customer support tools a plus
• Excellent written, verbal, and critical thinking skills
• Professional, with the ability to function well within a global organization
• Proficient with Microsoft Windows and Office application suites
• Self-motivated and quickly adaptable to changing priorities and ticket severities
• Prior 505 Games franchise experience a plus (Terraria, Payday, Gems of War, etc.)
• Premium and free-to-play (F2P) mobile gaming knowledge
• Experience working with local and remote teams
• Multilingual knowledge preferred, but not required
• And last but not least, a passion for video games and video game culture!

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