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Sr. Customer Service Representative

SUMMARY OF POSITION:

The Sr. Customer Support Representative is responsible for answering questions and seeking solutions for tickets submitted to Customer Support. They are also responsible for assisting Customer Support Representatives, both internal and outsourced, with various issues that come up in tickets. This may include contact with Live Game Production.

JOB RESPONSIBILITIES:

• Manage internal issue knowledgebase and coordinate workflow of Customer Service Representatives.
• Train, mentor, and coach both internal and outsourced Customer Support Representatives.
• Act as a point of contact between Customer Support and Live Game Production.
• Investigate and research solutions for questions regarding tickets and ticket protocol and resolve Tier 2 tickets as necessary.
• Assist department Manager with project planning.
• Other duties as assigned.

TYPES OF DECISIONS MADE BY THIS POSITION

• In game credit to players below $50
• Ticket and daily workflow allocation of Customer Support Representatives

Work Experience

• 2 – 4 yrs of work experience
• Gaming experience required
• Mobile experience preferred
• Call center experience preferred
• QA experience preferred

Education, Professional Training, Technical Training or Certification

• High School graduate or equivalent game related work experience

Knowledge/Skills

• Good communication and interpersonal skills
• Excellent writing skills
• Good project management skills
• Ability to work well in a team environment
• Customer Relationship Management tool experience preferred (Helpshift, Zendesk, Salesforce, etc.)
• Familiarity with mobile SDK integration
• Confluence/JIRA (PM tools)
• Proficient with MS Office
• Bilingual (Korean) a plus