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Senior Support Centre Operator - 12 Months FTC

Job Summary:

• Excellent English Language/speaking
• Be the conduit between frontline call centre agents and a wide range of stakeholders for SQUARE ENIX’s full range of services with a focus on MMOs, PC, console and mobile games.
• Ensure superior quality of service by monitoring the European Customer Support frontline team performance and participating in improving our processes and player experience.

Requirements

Key Deliverables:

Support and monitor outsource agents in their daily tasks via email & instant messaging

• Assist offsite support team with issues related to full range of SQUARE ENIX products for PC, Consoles and Mobile with primary focus on FFXIV, SQUARE ENIX Account and SQUARE ENIX Members
• Identify & explain account status and billing related issues
• Assess & troubleshoot technical issues
• Monitor contact trends across various products to detect and highlight potential support issues and customer pain points
• Liaise with offsite call centre team supervisors on a daily basis to ensure their support needs are met
• Monitor escalation boards and suspend queues, for outstanding cases and respond as necessary
• Generate reports highlighting noteworthy product issues
• Escalations – track cases to ensure investigations are completed in a timely manner and follow up with relevant stakeholders as needed
• Provide continuous feedback and suggestions about CS tools and existing policies & procedures to maintain improvement
• Organise and continually update internal Wiki and response libraries with new information as it becomes available
• Pinpoint and keep track of known & hot issues and add relevant information to Excel, SharePoint and Jira tracking lists
• SQUARE ENIX title knowledge – play and research SQUARE ENIX titles to ensure good working knowledge, check internet forums and game sites to learn of issues faced by users
• Forum/Game moderation & support – monitor official FFXI/XIV technical support forums for support requests or moderation and provide assistance
• Edit and proofread texts to ensure content is up to date, accurate and grammatically perfect

• Knowledgebase articles for Support Centre website
• Chat and email templates
• Community team topics, mail outs and notices
• Official websites
• Daily Tasks, Internal Tools & Procedures

Key Stakeholders:

European Customer Support Director

Support Centre Senior Manager
Support Centre Manager
Senior Support Centre Operators

Frontline Support Centre Agents

Game Master Team

Operations Support Group

Community Teams

Knowledge & Experience:

Essential:

• High standard of written English
• Active interest in video games
• Strong desire to provide an outstanding customer experience

Desirable:

• Additional European language, French or German in particular
• Japanese language proficiency
• Experience in call centre or customer service environment and knowledge of Customer Support platforms
• Experience of working in an MMO and/or video games support environment
• Experience in community management or public relations

Competencies, Skills & Attributes:

Essential:

• Proficient with Microsoft Office (particularly Outlook and Excel), PCs, gaming technology and software and ability to learn new programs and tools quickly
• Excellent communication skills (verbal and written skills) with high level of empathy and diplomacy
• Team player while remaining proactive and willing to work off own initiative
• Organised and able to track dozens of ongoing or static email threads and follow up on them where and when necessary
• Able to adhere to set policies & procedures
• Operate efficiently under pressure
• Meticulous attention to detail
• Able to analyse and draw conclusions from large volumes of data to identify key trends

Desirable:

• MS SharePoint, Confluence or Jira knowledge
• PC technical troubleshooting knowledge
• Basic grasp of HTML

Other:

• Knowledge and interest in games and IT