Contract Customer Support Agent - Online Studios

Job Type:
Areas of Expertise:
Technical and Customer Support
Hunt Valley
Zenimax Media Inc.
Job Ref:

This Customer Support Agent assists players with billing and technical issues on our Tech Support team. Candidates 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. This is a contract position.


· Identify, troubleshoot and resolve billing, technical and in-game issues from players via phone 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 technical issues
· Escalate and communicate ongoing and common technical issues
· Investigate and communicate reports of service outages
· Escalate and communicate any legally sensitive issues
· Perform other duties as assigned by supervisor



· Have expertise in computer software and hardware configuration
· 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
· Are very familiar with computer software and hardware configuration
· Have excellent communication and troubleshooting skills
· Have good typing skills with technical and internet expertise
· Are confident 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
· Are proficient in MS Office and Windows
· Have a passion for video games


· 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

Contact Details:
Zenimax Media Inc.
Tel: (301)-948-2200
Fax: (301) 926-8010
Contact: Recruitment Team

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