Player Support Communications Specialist

15 Apr 2018
17 Apr 2018
Contract Type
Full Time
This is a level 2 Customer Services role, reporting to the CustomerServices Manager. Experience in handling complicated customer enquiries,mostly requiring investigation work, is essential.We are looking for a driven, self-motivated individual with a passionfor both videogames and customer support, who is seeking an environmentin which to share and utilise their strengths. The successful candidatewill need to be highly knowledgeable in the videogaming sector(especially in regard to multiplayer gaming), and able to demonstrate anunderstanding of the need for constant review of policies andprocedures, fine-tuning and consistency.Qualifications Rare is an equal opportunity employer. All qualified applicants willreceive 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 veteranstatus, race, religion, sex (including pregnancy), sexual orientation,or any other characteristic protected by applicable laws, regulationsand 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. Responsibilities 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. - provided by Dice MICROSOFT, PROJECT MANAGEMENT, QA, WINDOWS