Here at ZeniMax Online Studios, we are looking for experienced and inspirational educator or trainer to build and lead our global Customer Support Training Team. This is a full time position based at our Hunt Valley offices in Maryland. We offer a fun, exciting and challenging environment in one of the most exciting organizations in the MMO space.

You:

• An experienced leader with a proven record in training and education, comfortable with working on a very large International team.
• Understand the need for consistency, constant review, and fine-tuning of educational and training techniques.
• Organized, committed, and always ready to seize the initiative.
• Proficient with a variety of training methods, and training other educators/training professionals to deliver to exacting standards.
• Able to inspire others as well as teach them: an expert motivator and great listener.
• Understand implicitly the need to give ‘cruise ship’ or ‘royal standard’ service to a demanding online audience, and know that the people who provide that customer service are the key.
• An eager communicator, with strong written, oral presentations skills and a keen ear to the needs of your Leadership and peers.
• Have a solid understanding of Contact Center operations, and are proficient with Microsoft Windows/Office and presentation/training software.
• Have a bachelor’s degree or equivalent in a training/education related field, and at least 5 years training/education experience with 2 years experience managing teams of trainers/educators.
• Able to travel domestically and abroad.
• Experience in process Management a plus.
• Qualified teacher of DiSC or similar programs a plus.
• Additional languages, spoken or written, a plus.
• Significant interest or work experience in the online gaming space, ideally in MMOGs, a plus.

• A part of the ZeniMax Media family.
• Sister company to Bethesda Game Studios, an acclaimed industry leader.
• Committed to becoming an industry leader within the MMO space.
• Makers of a mass-market MMOG, along with the entire service and support infrastructure to drive the game’s success.
• A people focused environment.

ZeniMax Online Studios is committed to a vision of excellent customer satisfaction and retention, arising from a strong investment in the team members that provide that service. You will help develop and pass on the portfolio of tools and methodologies the team will need to deliver first class service.

• Responsible for the full training curriculum from Representatives to Management of a large International MMO Customer Support team.
• Prepare and deliver presentations and training sessions, for Customer Support and possibly other departments of the company.
• Work carefully with the Support Management groups in the US and other regions to ensure an excellent service partnership in line with their vision is maintained. I
• In later stages of the project, travel up to 40% of the time to support members of the international training team.

This position reports to the Operations Managers with dotted line reporting to the Support Services Managers. Working closely with these individuals as well as the Director of Customer Support will be required, particularly in the early period of the team’s development. Beyond this, you will work with your team of training professionals providing them guidance, Leadership and support/mentoring. Your primary ‘clients’ will be the Leads within our support teams, whom you will help to ensure training needs are met and levels are optimized.

We need someone to play a pivotal, formative role in helping create an online Customer Support powerhouse. Is this you? If so, we’d love to hear from you.

How to Apply:

For the positions listed above, send your resume and any requested materials (web links preferred for portfolios/materials) via email. We will not return any materials.

E-mail:
Jobs@zenimaxonline.com
(Include position name in the Subject line)

Please be sure to specify the position for which you are applying.

No Recruiters or Agencies Please

Please Note: Individuals submitting resumes or otherwise responding to employment opportunities at ZeniMax Online Studios are NOT considered applicants until they apply for a particular position and have been invited to complete the company's employment application.