Psyonix is a video game developer best known for Rocket League, the award-winning game that combines soccer, driving, and highly competitive and addictive gameplay. As part of the Epic Games family, we are an industry-leading game studio rooted in a crunch-free philosophy that emphasizes an amazing employee experience, located in the heart of San Diego. For nearly 20 years, we have been a driving force behind some of the most successful games in the industry, including Gears of War, Mass Effect 3, XCOM: Enemy Unknown, Bulletstorm, Unreal Tournament III and Unreal Tournament 2004.
We are looking for a contract Senior Customer Care Agent to provide best in class support to Rocket League players. In this role you will work closely with the Customer Care Manager, Support Agents and Vendors.
Primary Duties & Responsibilities
- Communicate with outsource customer support staff on procedures and best practices
- Manage and create documentation for game and support related processes
- Collaborate with other departments on improving the game experience for players
- Research, respond, and resolve escalated customer support issues
Qualifications & Requirements
- 3 - 5 years of experience providing superior customer service
- Solid grasp of working with data to find and report on actionable insights
- Expertise in a variety of office software (MS Office; Google Docs, Sheets and Slides)
- An understanding of Customer Service KPIs as they relate to improving the support experience
- Excellent written and verbal communication skills
Preferred
- Bachelor’s degree in a related field
- Expertise in any Customer Relationship Management software
- Experience working in Quality Assurance, or experience with defect tracking software and bug entry
- A passion for video games and involvement in-game communities
- Agile project management experience
- Technical troubleshooting skills as they relate to PC gaming and hardware
NOTE: This position requires weekend work
