Game/Customer Support Representative - NOC Technician
Purpose
Game Center Group provides world-class customer interaction management solutions to product development and publisher studios in the online entertainment industry. These services include domestic and off-shore customer support management through e-mail, live chat and phone channels along with premier self-service knowledge administration. For more information on Game Center Group please visit our website at www.gamecentergroup.com.
We are avidly seeking to fill several International Game Support Representative (IGSR) positions to work in our corporate call center located in Poway, CA. This position supports customers in the online gaming industry by offering phone, e-mail and live chat support in either Chinese (Mandarin and Cantonese), Japanese and Korean. The international GSR acts as a liaison between customers and internal staff, helping to analyze and trouble-shoot customer problems in a call center environment. An International Game Support Representative will provide customers with quality interactions, issue resolution, and overall services to ensure a high standard of customer satisfaction.
Job Description:
We are looking for enthusiastic, motivated and pro-active individuals to grow our Network Operations Team.
As a part of this team, a NOC Technician serves as a direct point of contact for most customer and service provider interaction.
This interaction includes receiving and resolving Tier 1 customer requests via Phone, e-mail and internal ticket system, escalating alerts to appropriate personnel, performing site perimeter checks, shipping/receiving duties, network cabling, rebooting servers and network devices and escorting vendors/customer visitors in data center space.
Acting as a liaison between customers/providers and our NOC Engineer Team and working and resolving network problems and testing with customers.
Training will be made available.
Job Responsibilities:
Escalate and communicate customer issues and network related alerts to NOC Tier 2-4 staff, Management, and Administration as defined by our client's policies and escalation procedures.
Troubleshoot various issues such as internal questions/requests raised (password request, ticket investigation, researching vendor position), customer issues or questions, or issues our client is requesting a provider to take action on.
Respond to customer requests and provide consistent communication as defined by our client's policy.
Interact with Network Suppliers, Vendors, and Customers on a daily basis; opening tickets and performing follow up with external organizations on customer and other related issues.
Position Recommendations:
Strong Technical Support Knowledge / MCSE Certification.
Experience with Massively Multi-Player Online Games.
General knowledge of customer support.
Goals
- To hire and promote established, loyal proven leaders.