Customer Support

The CS Project Manager is responsible for planning, executing, and finalizing projects according to defined deadlines and budgets.  This includes managing resources, scheduling deliverables, and coordinating milestones of stakeholders.  Successful candidates will be organized, efficient planners; self-starters; process driven thinkers; and adept relationship builders with proven experience with classic project management disciplines.  This position will be responsible for the Bethesda.Net team and interfacing with all departments at our Rockville Headquarters. 

Responsibilities

• Builds and maintains effective working relationships with immediate team and those outside of the immediate team that have an effect on the successful completion of the project
• Establishing and assigning task objectives from defined project goals; achieving project deliverables through managing team at a project-level (e.g. Franchise-wide level);
• Focus all project actions and decisions on the project goals, larger department objectives, and an overall outstanding customer experience
• Coordinate project requirements, scope, resources, and documentation
• Resolve or escalate roadblocks and mitigate risk to help deliver projects within scope, on time, and in budget
• Manage multiple projects with shifting priorities in a fast-paced environment
• Ensure department readiness for projects related to strategic initiatives, tool creation, and product launches
• Report consolidated project status to senior leaders at regular intervals

Requirements

• Bachelor’s degree or equivalent experience
• Formal project management education or certification (PMI, Agile certifications, etc.)
• 3-5 years of program and project management experience
• Expertise with modern project management methodologies (waterfall, agile, etc.)
• Experience working with internal, external, and international project stakeholders
• Experience with projects relating to process, business systems, and technology
• Experience managing project cost and resources
• Experience managing and developing people and teams
• Strong customer service ethic
• Strong abilities in research, problem solving, and root cause analysis
• Professional communications, reporting, and presentation skills to all levels of leadership
• Team player, adept at building relationships across organizations
• Expertise with productivity software, including Microsoft Office

Desired Skills

• Experience in entertainment software industry
• Knowledge and passion for massively multiplayer online games
• Experience with customer service contact centers and service technology
• Familiarity with multi-channel, multi-site, 24x7 international support structures
• Experience managing multi-country, multi-language, remote staff groups
• Fluency in additional languages

The Bilingual Customer Service Agent for Japanese is responsible for maintaining positive relationships with our game players by helping them with speed, expertise, courtesy, and enthusiasm.  This includes a wide variety of gameplay needs, technical advice, account & billing requests, product information, and social networking.  Successful candidates will typically have a positive attitude, passion for gaming, analytical thinking, computer savvy, and experience in customer service contact centers.

Responsibilities

• Interact with our customers in all of our Japanese gaming environments to promote customer satisfaction
• Handle customer requests for our products and services:
  • Help with product information, account & billing requests, technical help, gameplay help
  • Help with social networking
• Maintain a working knowledge of our products and services
  • Standard console and PC products
  • Massively multiplayer online games
  • All current gaming platforms (mostly Xbox, PlayStation, Windows PCs)
• Contribute to record keeping & product knowledge base management

Requirements

• Native Japanese language ability; Business-level fluency in English
• Native knowledge of culture and business in Japan
• Customer service experience
  • Strong customer service ethic
  • Enthusiastic, positive, and professional attitude in all interactions
  • Experience with contact center environments
• Ability to work flexible shifts (including some nights, weekends, holidays when products require it)
• Able to quickly adapt and multi-task in a busy environment

• Self-starter who works well alone but also experience working within team

• Professional communications and documentation skills
• Strong troubleshooting, analytical, and collaboration skills
• Familiarity with computer hardware and consumer electronics for gaming
• Familiarity with computer operating systems
• Experience with productivity software including Microsoft Office
• Knowledge and passion for massively multiplayer online games and online environments

Desired Skills

• Previous customer service, community management, or public relations experience
• Knowledge and passion for massively multiplayer online games
• Bachelor’s degree or equivalent experience
• Experience working within an international company
• Experience in entertainment software industry
• Experience dealing with external business partners

ZeniMax Online Studios is looking for experienced and inspirational Customer Support Supervisor for our global Customer Support Team. This is a full-time position at our offices in Hunt Valley, MD and as such all candidates should already be eligible to work within the US. We offer a fun, exciting and challenging environment in one of the most energizing organizations in the MMO space.

Responsibilities:

• Lead, coach and motivate a team of Customer Support Agents to deliver outstanding customer service experiences
• Stand accountable for your team’s performance against department KPIs and continuously review and improve the quality of service delivered by your team.
• Manage expectations and individual development plans and provide regular updates on your team’s talent development
• Respond to escalations of highly complex, sensitive and/or customer well-being related nature in a professional and timely manner
• Ensure that your team understand operational KPIs and their individual targets
• Manage your team’s performance to meet or exceed department SLAs and other departmental goals
• Coach and develop Customer Support Representatives to deliver qualitative and quantitative targets
• Ensure Customer Support Representatives are empowered with the knowledge and skills or coached to deliver first time resolution with all contacts
• Practice leadership by example especially in regards to open, honest communication, dedication to provide excellent high-quality customer service, self-motivation and team work
• Coordinate employees time off requests as well as overall team attendance and adherence
• Work with CS Management to coordinate accurate and complete documentation regarding any coaching efforts for all team members
• Build and maintain a strong knowledge of Customer Support’s processes and work instructions
• Perform other duties as assigned by supervisor

Requirements:

• Possess superior troubleshooting skills
• Are able to work flexible shifts as required in a 24/7/365 environment including nights, weekends, and rotating holidays
• Have a proven track record of building highly efficient customer service teams
• Are enthusiastic about providing outstanding customer service and ability to maintain a positive and professional attitude in all interactions
• Have a working knowledge of Microsoft Office applications, particularly Outlook, Excel and Word

• Have a minimum of 4 years of customer service and 2 years of CS management / leadership experience in a contact center environment
• Are detail oriented with excellent organizational skills
• Have excellent written and verbal communication skill in English
• Have a passion for PC / video games

Desired Skills

• Fluency in additional languages, spoken or written