This job listing expired on Jan 6, 2022
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The Contact Center Escalation Agent will work as part of a team to provide exceptional customer service in a fast-paced environment in support of The Elder Scrolls Online, Fallout 76 and other ZeniMax Titles. This includes: handling issues that could not be resolved in a timely manner due to uniqueness or as the result of an emerging issue; specific customer cases; contacting customers who did not have an outstanding customer experience; coordinating and assisting in deeper dives or emerging issues and unique cases. ZeniMax Online Studios and Bethesda Softworks offer a fun and exciting environment, creative and friendly coworkers, and some of the most respected franchises and intellectual properties in gaming!

Responsibilities

  • Contact customers that were not satisfied with the customer experience they received
  • Constantly deliver the highest level of customer support to every customer contacted
  • Deliver feedback on processes and agent work to managers
  • Resolve and document resolution of unique, highly complex or previously unseen issues
  • Coordinate with and become a Subject Matter Expert for key titles; coordinate with other contact center teams, other departments, and development studios on best ways to resolve escalated and emerging customer issues
  • Coordinate, communicate and escalate sensitive issues
  • Know internal policies and procedures – and when to consider making exceptions to them
  • Maintain solid customer relationships by handling questions and concerns with speed, courtesy, and professionalism
  • Create processes and work flows so that emerging issues can be resolved and shared with T1/T2 agents
  • Perform other duties as assigned by management

Qualifications

  • 2+ years experience supporting customers in a contact center environment
  • Familiarity with mass response techniques and/or mass action processes for bulk processing
  • Familiarity with different mediums of support:
    • Email
    • Mass response
    • Forums
  • Ability to handle a variety of issues and requests. These include but are not limited to:
    • Account
    • Technical
    • Billing
    • In-game
    • Terms of Services
  • Well-developed soft skills and communication etiquette
  • Extraordinary attention to detail and proven ability to follow issues through to completion
  • Ability to self-organize, manage work time and multi-task professionally
  • Display time flexibility towards shifts as per departmental requirements
  • Excellent verbal and written communication skills
  • Ability to constantly achieve high levels of quality with every customer contact and interaction
  • Excel at team participation and ability to demonstrate high levels of coordination
  • Ability to work effectively in a highly dynamic and stressful work environment

Preferred Skills

  • Experience working in a 24/7 contact center
  • Experience working in a global and multi-cultural environment
  • Knowledge and passion for Massively Multiplayer Online Games

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