Responsible for providing in-game customer support and enforcing game rules and policies for our online games while meeting department quality and productivity standards.
This department operates 24 hours per day, 7 days per week.
Your schedule will be determined based on business needs.
Responsibilities
Resolves in-game customer concerns via proprietary tools.
Resolve concerns including but not limited to inappropriate language, grief tactics, game errors, and game cheats & exploit issues through investigation of server records.
Request disciplinary action on customer accounts in violation of the rules and policies governing our online games.
Stay current on all elements of the project and community through the official website and other resources.
Accurately and concisely document customer call history or disciplinary action through proprietary tools.
Stay up to date with most current rules, policies, and procedures.
Escalate issues to appropriate teams when necessary.
Other duties as assigned.
Requirements
High school diploma or equivalent.
Previous experience playing MMORPG titles.
Minimum 1-year front-line customer service experience.
High-end knowledge of FINAL FANTASY XI and FINAL FANTASY XIV a plus.
Prior call center experience a plus.
Prior Game Master experience.
Knowledge of the entertainment software industry.
Japanese language skills and experience working with Japanese corporations (not required, but a plus).
Competencies, Skills, and Attributes
Minimum typing skills 40 WPM.
Able to work various schedules.
Proficiency with MS Office tools.
Ability to quickly learn detailed procedures throughflow chartss or e-mail.
Must have integrity and self-restraint.
Ability to multi-task in a fast-paced environment.
Flexibility and willingness to independently navigate areas of unfamiliarity.
Effective oral and written communication skills.
Positive and professional attitude.
Strong word processing and other computer skills.
Independent worker (i.
e.
, takes initiative and works well with little supervision).
Efficient and productive.
A passion for video games.
Exceptional teamwork skills.
Benefits
100% Medical, Dental, and Vision coverage- with the option to add a spouse/domestic partner and children at 2% of the premium.
Medical FSA (Flexible Spending Account) and Dependent Care FSA (Flexible Spending Account) to help pay for medical expenses, childcare, or adult care expenses with pre-tax dollars.
Wellness programs- mental health resources, counseling, financial well-being, support for future moms, a 24/7 Employee Assistance Program hotline, and much more.
Generous leave- from the start you can earn up to 25 days of PTO, we observe 13 major holidays and provide job-protected leave for life’s unexpected moments.
401K auto-enrollment and employer-match contribution.
Be among the first to get copies of every game title, plus receive generous discounts on thousands of games in our library.
Refer our next new team member and receive a $1000 bonus.
Hourly Salary Range: $22 base
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