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Customer Support Representative
1 year ago
Job purpose:
505 Games is looking for an experienced Customer Support Representative 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! This position includes a base salary range of $35,000- $50,000 annually. This base pay range is for the U.S. and is not applicable to locations outside of the U.S. The salary offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs. Employees in this role may be eligible for a discretionary performance bonus. In addition, we offer comprehensive benefits including:- Fully paid Medical, Vision, Dental for you and your dependents
- Healthcare spending, Dependent Care Spending, Life and AD&D Insurance, and Disability insurance
- 401k at a 4% match;
- Around 20 days of yearly PTO allowance
- 80 hours per year of sick time
- Flexibility in work from home arrangements on a case by case basis
- Friendly office environment: fully stocked kitchen with snacks and drinks
- Pet friendly environment
- Discount for gym membership in LA
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