This job might no longer be available.
Level 3 Customer Service Specialist
5 years ago
At Rockstar Games, we create the games we would want to play ourselves.
A career at Rockstar is about being part of a team working on some of the most creatively rewarding, large-scale projects to be found in any entertainment medium. You would be welcomed to a friendly, inclusive environment where you can learn, and collaborate with some of the most talented people in the industry.
Rockstar India is on the lookout for talented professionals who possess a passion for Customer Experience. This is a full-time permanent position based out of Rockstar’s unique game development studio in Bangalore.
WHAT WE DO
This role involves managing complex technical problems and constant communication with offsite contact centres to keep remote support teams actively engaged in tracking and managing incoming volumes.
RESPONSIBILITIES
- As a part of a 24x7 Customer Experience team, provide tier 3 support via chat, email and phone.
- Monitor incoming ticket volumes vs forecast across multiple channels and proactively respond to changes.
- Maintain an open communication channel with global teams to leverage resources across different sites to meet established service level agreements.
- Make recommendations on staff allocation accommodate unexpected spikes in given service channels.
- Evaluate staff scheduling in order to maximize service efficiency.
- Other duties as assigned.
QUALIFICATIONS
- 3-5 years of experience in Customer Service, preferably in the video game or entertainment industries.
- Prior technical support experience operating in a Tier 2 or above capacity.
- A passion for Rockstar Games; and a deep understanding of the game industry and potential technical support contact drivers.
- Willingness to work in rotational shifts in a 24x7 work environment.
- Bachelor’s degree or equivalent, preferably in business, computer science, or related field.
- Certifications in related subject matter examples include but are not limited to MCSE, CCNA.
SKILLS
- Excellent verbal, written and interpersonal skills with the ability to communicate clearly and professionally.
- Detail oriented, ability to multitask.
- Experience working in a live operations centre or control node would be a beneficial.
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Solid game troubleshooting skills covering product, network and hardware issues across consoles, Windows and macOS PCs as well as mobile devices is preferred.
PLUSES
Please note that these are desirable skills and are not required to apply for the position.
- Supervisory experience is a plus.
- Experience with support ticket system management; Experience with Zendesk ticketing and Support Site software.
HOW TO APPLY
Please apply with a CV and cover-letter demonstrating how you meet the skills above. If we would like to move forward with your application, a Rockstar recruiter will reach out to you to explain next steps and guide you through the process.
Rockstar is proud to be an equal opportunity employer, and we are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities.
If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, or race.
Create Your Profile — Game companies can contact you with their relevant job openings.