Player Support Communications Specialist

Telecommuting not available Travel not required

Job Description

This is a level 2 Customer Services role, reporting to the Customer Services Manager. Experience in handling complicated customer enquiries, mostly requiring investigation work, is essential.

We are looking for a driven, self-motivated individual with a passion for both videogames and customer support, who is seeking an environment in which to share and utilise their strengths. The successful candidate will need to be highly knowledgeable in the videogaming sector (especially in regard to multiplayer gaming), and able to demonstrate an understanding of the need for constant review of policies and procedures, fine-tuning and consistency.

Rare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Required Skills and Experience
  • Excellent written English skills.
  • At least two years' experience supervising a team of Customer Support agents.
  • IT or Helpdesk experience.
  • Project Management experience.
  • Experience in working with remote offices and teams.
  • Adaptable, upbeat and able to take direction.
  • Experience in a QA / Test team environment.
  • Comfortable working with diverse personalities.
  • Self-starter, capable of working without supervision but also able to take direction.
  • Capable of occasional domestic or European travel.
  • Solid understanding of Customer Service operations.
  • Excellent working knowledge of Microsoft Windows/Office and presentation software.
  • Significant interest and experience in PC and Xbox gaming.

Desirable Skills and Experience
  • Previous exposure to Terms of Service/End User License Agreement enforcement.
  • Experience with Zendesk.
  • Previous Xbox or PC gaming support experience.
  • Basic Web or Application development experience.

  • Assist in the day to day Operations of the Customer Services team.
  • Answering second line support tickets while listening to and communicating the needs of peers and reports.
  • Conduct quality checks on level 1 support agents' work.
  • Assist in Terms of Service breach investigations (e.g. remove toxic online behavior and tracking down and taking action against Terms of Use violators).
  • Create and update training and gameplay documentation.
Dice Id : DI19754
Position Id : 420339

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