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Player Support Agent II
2 years ago
At Kabam, we’re constantly raising the bar of excellence in free-to-play mobile gaming. We hire for passion and diversity so that we can triumph in our collective skill. Our teams are made up of a fusion of personalities and interests bound together by a collaborative nature, fun-loving culture, and a drive to do what it takes to make great games. And this is where you come in…
You are an experienced support agent who likes helping users and your peers by fixing issues and answering questions. You are ready for and have some experience working on projects as well. As a Player Support Agent II, you will help Kabam players by understanding their needs, providing expertise, and responding quickly and accurately to inquiries. You will also be answering tickets that need more attention or research and have been escalated from other agents. When you are not focused on these primary activities, you will also assist the team with project work. This may include helping to write internal and external documentation, training your peers, performing quality reviews, and other useful work that helps support the internal workings of the Kabam Support team.
Please note: This role will require working on Saturday or Sunday. We are currently only hiring within Canada or Austin, Texas at this time.
You will contribute by:
- Serving as the point of contact to handle and resolve player inquiries
- Achieving quality standards and productivity metrics
- Utilize advanced CRM and administrative tools to investigate and respond to player inquiries
- Serve as a point of escalation to research and address more complex player inquiries
- Identifying and escalating in-game issues for further research
- Informing leadership of status and reported in-game issues
- Delivering world-class customer service by following established departmental policies, processes, and standards
- Crafting customized responses to address all facets of player issues
- Own and perform assigned project work. This could include tasks like drafting email templates, knowledge base articles, and educational materials, as well as performing quality reviews and assisting your peers with training and skills development.
- Keeping up-to-date with the latest game changes and community trends
- Monitor departmental communication channels, assisting as needed
- Mentoring and coaching fellow team members
- Additional duties and special projects as assigned
Your background includes:
- 2-3 years of previous customer support experience, gaming industry preferred.
- 1 year of experience with relevant project work
- Excellent communication and interpersonal skills
- Excellent command of the English language and understanding of the importance of clarity when writing for a global audience
- Patience, empathy, and the ability to understand customer needs and provide solutions
- Strong organizational skills and expert time management sensibilities
- Fully versed in CRM tools and expertise with Google Suite, especially the collaboration tools in Google Docs
- Willingness to roll up your sleeves and be a doer
- Desire to work well in a fast-paced team
- Technologically sophisticated
- Subject matter expertise of one or more Kabam titles or the ability to ramp up quickly would be a plus
- Passionate about gaming
- A BA or BS degree is a plus
Our success is due to the hard work of our people. We share our success with our people through flexible benefits and reward programs, sweet swag, snacks, and more. Here’s a look at some of the support we provide our people:
- We know that one size doesn’t fit all - every team has the flexibility to find the right balance between in-studio, remote, and hybrid in-studio/remote.
- We offer extended health coverage effective day one, with no waiting period, including a flexible health spending account and/or personal spending account! Any leftover amounts from the health/personal spending account can also be automatically added to a group TFSA.
- EQ Care that provides you a way to remotely interact with healthcare providers, available 24/7 to get prescription refills or referrals from the comfort of your home.
- We provide an employee assistance program to ensure our people’s mental and emotional well-being.
- Everyone retires eventually, and we help our people save for their futures with a contribution matching program for their RRSP.
- We offer paid parental leave, flexible paid time off (no worrying about how much time has been earned), as well as paid time off for volunteering.
- We encourage development through educational support, training sessions, skill development, knowledge sharing, and more!
- We encourage our team to help us hire the best talent through our referral program where they can earn up to $5,000 for a successful referral hire.
Excited by this opportunity? We invite you to apply now and start the conversation with us. Together, we can create and support some of the best games ever made and entertain the world!
Excited by this opportunity? We invite you to apply now and start the conversation with us. Together, we can create and support some of the best games ever made and entertain the world!
About Kabam
Kabam is a world leader in developing entertaining, immersive, and highly social multiplayer games, bringing high-quality graphics, next-generation technology, and revolutionary gameplay to players around the world.
Founded in 2006, Kabam has studios and offices in North America, including Vancouver and Montreal in Canada, and Los Angeles and San Francisco in the United States. Kabam is a wholly-owned subsidiary of Netmarble Games.
Kabam is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, color, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
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