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ZeniMax Media

Customer Support Lead

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ZeniMax Media
๐Ÿ‡บ๐Ÿ‡ธ Hunt Valley, MD

Overview

ZeniMax is looking for an experienced Customer Support Lead for our global Customer Support Team. ZeniMax offers a fun and exciting environment, creative and friendly coworkers, and some of the most respected franchises and intellectual properties in gaming!

Responsibilities

  • Maintain solid customer relationships by handling help requests with quality, courtesy and efficiency
    • Identify, troubleshoot and resolve billing and technical issues escalated by players via phone and e-mail
    • Investigate and resolve billing and tech related escalated issues
    • Educate and inform players accurately and proactively about game-related technical issues
    • Perform data entry and account maintenance as required
    • Communicate with players en masse during periods of high contact volume as needed
  • Maintain a working knowledge and expertise of our products and services
    • Understand and remain up-to-date with the technology relevant for supporting our customers
    • Know and adhere to internal policies and procedures
    • Act as a subject matter expert for a variety of our products, services, and/or processes
  • Collaborate with Contact Center Managers and Project Managers
    • Work directly with Project Managers and Managers on training requests in advance of major product releases / updates
    • Work directly with Project Managers and Managers on tools requirements as needed
    • Collaborate with agents and supervisors to provide reporting (emerging issues, mis-escalated issues, feedback, etc.)
    • Ensure agents are empowered with the knowledge and skills to deliver first time resolution with all contacts by actively participating in the KCS process
    • Regularly submit updates to agents and extended branches of our business as needed

Qualifications

  • 4 years of customer service experience
    • 1 year experience in an advanced technical support role
    • Confident communicating with customers via telephone
    • Strong customer service ethic
    • Enthusiastic, positive, and professional attitude in all interactions
  • Ability to work flexible shifts including some nights, weekends, and rotating holidays
    • Able to quickly adapt and multi-task in a busy environment
    • Self-starter with an energetic personality who works well alone and with a team
  • Professional communications and documentation skills
    • Strong troubleshooting, analytical, and collaboration skills
    • Familiarity with computer hardware and consumer electronics for gaming
    • Familiarity with computer operating systems
    • Experience with productivity software including Microsoft Office
    • Knowledge and passion for massively multiplayer online games and online environments
  • Have a working knowledge of game consoles

Preferred Skills

  • Bachelorโ€™s degree or equivalent experience
  • Experience working within an international company
  • Experience in entertainment software industry