Customer Support

The Contract Bilingual Customer Service Agent - French 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 French 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 French for the Customer Service department in response to requests from internal stakeholders/external users
• Maintain accuracy, relevancy of all internal/external content

Requirements:

• Native French language speaker
• Excellent verbal and written communication skills in both French 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 (French)
• 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 Customer Support Agent is a contract position that will assist players with in-game, billing and technical issues on our Customer Support team. Candidates will need to be able to work alternate shifts and weekends as required. We offer a fun, exciting and challenging environment in one of the most energizing organizations in the MMO space. NO RELOCATION PROVIDED.

Responsibilities:

• Identify, troubleshoot and resolve billing, technical and in-game issues from players via phone, text chat, and e-mail
• 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 accurately and proactively about game-related support issues
• 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

Requirements:

• 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
• Are able to meet internal goals, objectives, and KPIs
• Are able to quickly adapt and multi-task in a busy environment
• Have excellent communication and troubleshooting skills
• Have good typing skills with gaming and internet expertise
• 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

Desired Skills (Optional):

• 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

Customer Service Data Analyst

The Customer Service Data Analyst is responsible for creating, running and maintaining business reports for our Customer Service operation and analyzing data to provide actionable insight to management.  Reporting and analysis will include contact center metrics, product insights, service quality, operational performance and employee performance.  Successful candidates will be highly analytical, tech-savvy, detail-oriented individuals with research ability and experience in contact centers.

Responsibilities:

• Generate reports and operational dashboards for the Customer Support organization
  • Generate data and run reports on-demand and on a schedule
  • Manage and develop dashboards to provide operational insights in real time
  • Define and configure new CS reports and dashboards based on operational requirements
• Analyze operational data and customer trends to provide actionable insight to CS management
  • Proactively monitor operational and customer trends for the purpose of business analysis and improvement
  • Conduct research projects and custom analysis when specific insight is required
• Maintain and configure reporting tools for the CS service platform
  • Maintain functional ability with all CS reporting tools and technology
  • Learn the required configuration methods to (coding, scripting)
• Position may include other duties as assigned to support the business

Requirements:

• Bachelor’s degree or equivalent experience
• 3 years of experience in a high volume contact center
• Generate and distribute reports using Oracle Service Cloud (OSvC)
• Experience with contact center tools and customer service systems
• Solid understanding of contact center practices, concepts, and vocabulary
• Technical savvy
• Strong statistical and mathematical skills
• Strong research skills
• Strong customer service ethic
• Professional communications and presentation skills to all levels of leadership
• Expertise with productivity software, including Microsoft Office

Desired Skills (Optional):

• Experience in the entertainment software industry
• Knowledge and passion for massively multiplayer online games
• Fluency in additional languages
• Basic coding, scripting, or database ability
• Experience with reporting and business intelligence tools (example: Oracle Service Cloud (OSvC, Splunk, Tableu Crystal Reports, etc.)