Contract Customer Support Agent

Job Type:
Contract
Areas of Expertise:
Technical and Customer Support
Region:
USA
Area:
Maryland
City:
Hunt Valley
Posted:
16-Jul-18
Company:
Zenimax Online Studios
Job Ref:
1897

Contract Customer Support Agent

Division: ZeniMax Online Studios | Department: Customer Support | Location: Hunt Valley , MD, US

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.

 

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 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

How to Apply

To apply for this position you will be redirected to the job submission form at Taleo.com, our third-party applicant tracking system. While Taleo.com is not hosted by ZeniMax Media and does not fall under our Privacy Policy, only employees of our Human Resources department will be able to view your submitted information. Information collected via the job submission form is subject to Taleo.com’s privacy policy.

Contact Details:
Zenimax Online Studios
Tel: -
Contact: Recruitment Team
Email:

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