Customer Support Agent

Job Locations US-MD-Hunt Valley
Job ID
2021-2140
Category
Customer Service/Support
Type
Regular Full-Time

Overview

The Customer Support Agent is responsible for maintaining positive relationships with our game players by helping them with their requests with speed, expertise, courtesy, and enthusiasm.  This includes a wide variety of gameplay needs, technical advice, account & billing requests, and product information.  Successful candidates will typically have a positive attitude, passion for gaming, analytical thinking, computer savvy, and experience in customer service contact centers.  We offer a fun, exciting, and challenging environment in one of the most energizing gaming organizations in the industry!

Responsibilities

  • Identify, troubleshoot, and resolve billing, technical and in-game issues from players via e-mail, text chat, text chat, phone, forums, Discord, Twitter, and social media
  • Cultivate a positive attitude of helpfulness, professionalism, and enthusiasm to be shared with customers and fellow employees
  • Maintain solid customer relationships by building positive rapport while handling questions and concerns with speed, courtesy, and professionalism
  • Understand and remain up to date with the technology relevant for supporting our customers
  • Know and adhere to internal policies and procedures
  • Perform data entry, and account maintenance, as required
  • Educate and inform players, both proactively and reactively, about game-related support issues, and matters related to our Terms of Service
  • Escalate and communicate ongoing and common game-related support issues
  • Investigate and communicate reports of service outages
  • Escalate and communicate any legally sensitive issues
  • Perform other duties as assigned by supervisor

Qualifications

  • Are willing and able to work alternating shifts and weekends as required by the business
  • Are fluent in written and spoken English
  • Are well organized, with the ability to prioritize and work in a dynamic, fast-paced environment
  • Are a self-starter with an energetic personality who works well alone, and with a team
  • Can meet internal goals, objectives, and KPIs
  • Can quickly adapt and multi-task in a busy environment
  • Have excellent communication and troubleshooting skills
  • Have good typing skills with gaming and internet expertise
  • Have familiarity with online environments and social networks
  • Are confident in communicating with customers via telephone
  • Have a strong understanding of customer service
  • Have strong interpersonal and communication skills
  • Have at least 6 months of customer service experience
  • Proficient in MS Office and Windows

Preferred Skills

  • Fluency in additional languages, spoken or written
  • Experience in a technical support role
  • Experience working with or an understanding of MMOs
  • Bachelor’s degree or equivalent
  • Have a passion for video games

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