Customer Service Program Agent

Job Description:

The company is focused on delivering the best casual games for Windows and mobile platforms worldwide. Dedicated to delivering high-quality customer support, we are looking for a Customer Service Program Agent who is a digital native and intuitively understands the language and behavior of casual players.

The Customer Service Agent will be responsible for managing customer service channels for all games. You will work directly with Marketing and Game Teams to respond to customer support tickets, report, and track player issues, and look for creative solutions to improve the player experience.

A successful candidate will anticipate customer issues, keep CS sites up to date and relevant, build a strong partnership with Game Teams to support new content, track bugs, and communicate effectively with players in a fun and fast-paced environment. This candidate should be comfortable managing and executing a busy workload across multiple games, daily communications, and fostering relationships with our loyal fanbase.

With the current "Work from Home" environment, this position is expected to be available during core business hours, should ensure uninterrupted internet connectivity, and foster a "work-like" environment at home to deliver the best in terms of productivity and quality. When leading weekly updates and participating in virtual meetings, the Agent will be expected to communicate visibly over Microsoft Teams.

Responsibilities:

As a member of the Team, you will:

• Respond to on-going customer tickets through the ZenDesk Customer Support website
• Track and report data including new/resolved tickets, CS response time, customer sentiment and App Store Ratings
• Report top customer concerns in a weekly stand-up with Product over Microsoft Teams
• Collect information and track progress toward resolution of game issues
• Support Product & QA investigation of bugs. Update incident tickets in Azure DevOps
• Create and update resource links, articles & FAQs in ZenDesk to keep site relevant
• Partner with Marketing to support new product and content launches
• Collaborate with the Social Media Team to complete the customer experience
• Read and respond to App Store Reviews across all games & platforms
• Support the transition to a new (internal) Customer Service client

Additional Qualifications and Skills

• 3+ Years of experience as Customer Service Representative, or similar field
• Basic game industry experience
• Excellent communication skills (written and verbal)
• Understand the technical state and issues presented by customers
• Ability to empathize and prioritize customer needs
• Work successfully in a fast-paced, team environment
• Familiarity with Microsoft digital tools (Office, Teams Azure, Visual Studios, Dynamics by Microsoft)
• Creative and analytic problem solver with a passion for excellent customer service
• Comfortable in a multi-tasking, high-energy, customer facing environment
• Self-starter with ability to work both independently and identify when to collaborate with other team members
• Success working cross-functionally with teams outside of Marketing