Customer Support

Our International Customer Service Manager is responsible for the day-to-day operations of our international support programs, primarily for our European languages.  This includes all aspects of operations management, service delivery, and staff management for our contact centers supporting all ZeniMax products, services, and service components.  Successful candidates will be experienced contact center managers with proven expertise in service delivery strategies, workforce management, contact center technologies, resource management, analytics, process and performance maximization for a multi-location, multi-language, multi-discipline, international service delivery operation.  French language fluency is highly preferred for this role.

Responsibilities:

• Manage day-to-day operations of our international support programs in Hunt Valley, Maryland
  • Manage department resources while meeting service objectives
  • Maximize performance while balancing cost and quality
  • Optimize workforce planning and scheduling
• Manage service delivery for our products and services
  • Design and execute support plans and ensure service levels are met
  • Ensure agent quality and service quality to meet customer satisfaction expectations
• Manage contact center staff
  • Directly handle workforce issues
  • Manage staffing plan scheduling
  • Evaluate staff performance and coach overall development
• Coordinate with senior leadership and international territory management
  • Maintain awareness and insight into territory local specifics
  • Provide expertise into support approach for international service plans and product launches
  • Maintain operational relationships with all international territories, with a special focus on French-speaking territories

Requirements:

• Bachelor’s degree or equivalent experience
• Contact center management experience
  • Expertise with modern contact center management methodologies and processes
  • Expertise with multi-channel, multi-site, 24x7 international support structures
  • Expertise with contact center business systems and technology
  • Expertise managing and developing large multi-country, multi-language staff groups
• Familiarity with a wide array of customer support channels (chat, forums, email, social networks, telephone, etc.)
• Strong customer service ethic
• Professional communications, reporting, and presentation skills to all levels of management
• Team player, adept at building relationships across international organizations
• Expertise with productivity software, including Microsoft Office

Preferred Skills:

• Experience working within an international company
• Experience in entertainment software industry
• Knowledge and passion for massively multiplayer online games
• Fluency in additional languages - French highly preferred 

The Bilingual Customer Service Agent - Italian  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:

• Interact with our customers in all of our Italian gaming environments to promote customer satisfaction
• Handle customer requests for our entire catalog of products and services, including:
  • Help with product information, account & billing requests, technical help, gameplay help
  • A mix of email, chat, phone, and social networking
• Maintain a working knowledge of our products and services
  • Standard console and PC products
  • Massively multiplayer online games
  • Other online services
  • All current gaming platforms (mostly Xbox, PlayStation, Windows PCs)
• Contribute to record keeping & knowledge management for product knowledge bases
• Create, edit, review, and publish content in Italian for the Customer Service department in response to requests from internal stakeholders/external users
• Maintain accuracy, relevancy of all internal/external content

Requirements:

• Native  Italian language speaker
• Excellent verbal and written communication skills in both Italian AND English
• Experience working in a contact center
• Experience with phone or chat-based support
• Strong customer service ethic, positive attitude, and enthusiasm
• Able to work evening and weekend shifts as required by the business
• Strong time-management and organization skills
• Possess excellent teamwork skills, and are also able to work well independently
• Familiarity with online environments and social networks
• Possess a strong attention to detail
• Passion for gaming
• Good typing skills

Desired Skills:

• Previous customer service, community management, or public relations experience 
• Knowledge and passion for massively multiplayer online games
• 1+ years translation/localization experience (Italian)
• 1 + years writing/editing/technical communication experience
• Excellent editorial skills with the ability to write clearly for a diverse audience
• Enjoy competitive games, of any genre, and participate in their online communities
• Have managed or contributed to wikis, or other collaborative knowledge solutions
• Familiarity with productivity software, including Microsoft Office products
• Technical troubleshooting ability with Microsoft Windows operating system
• Familiarity with MacOS or Mobile operating systems
• Bachelor’s degree or equivalent experience

The Associate Customer Service Platform Developer is responsible for maintaining and extending both our custom in-house tools and our cloud CRM. Successful candidates will have a positive attitude, passion for gaming, analytical thinking, and experience with RightNow/Oracle CX/Oracle Service Cloud.  We operate in an agile environment and offer a fun and exciting challenge in one of the most energizing gaming organizations in the industry!

Responsibilities

• Analysis, design and programming in PHP/HTML
• Front end scripting in JS/JQuery and CSS
• Interface with multiple internal teams and external vendors
• Ability to properly outline the work needed for the task at hand and call out risks/dependencies
• Assist with CRM administration (survey development, rule management, workspace management)
• Contribute to technical implementation of browser based customer service tools and portal

Requirements

• 3+ years of experience in PHP
• 3+ years of experience in HTML/CSS/JS
• 3+ years of experience working with enterprise level CRM solution
• Excellent verbal and written communication skills
• Strong customer-first ethic, positive attitude, and enthusiasm

Desired Skills

• Experience in server maintenance and administration
• Experience with data management/SQL queries
• Additional programming languages (Ruby, C++, Python, etc.)
• Experience in entertainment software industry
• Experience with Customer Service
• Knowledge and passion for massively multiplayer online games
• Able to engage in full stack development
  • Writing services through to building interfaces
• Experience with Version Control (Perforce/Github)