The main function of the Game Center Group/Customer Support Networks agent is to provide in- support for players or customers who have critical questions or problems that may be preventing them from continuing play or utilizing clients' services or products. Customer Service and professionalism are the hallmark of good agents at GCG/CSN.
Respond to all customer requests via the text based help queues and/or telephony solutions using excellent customer service skills.
Follow appropriate policy in handling all CS requests.
Maintain a complete knowledge of client's products and or services and any updates.
Ensure that Handbooks/Manuals are up-to-date with the latest policies and procedures.
Collect information regarding issues, exploits, and bugs to be reported to Lead or development team and propose new KB/FAQ articles.
Document and report any data requested by your Lead or Manager including calls completed and call types.
Follow the appropriate notification and escalation process for issues and problems that arise.
Perform any outside duties assigned by a lead or a supervisor. (Includes: support/billing email, interest, composing documents, etc.).
Stay up-to-date on all work-related emails.
Assist in new hire training - Veteran agents' will (from time to time) train new agents.
Play a participatory role in departmental meetings and functions.
Meet/exceed minimum established averages for call related issues as set forth by management.
Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
Triage Level II and Level III trouble tickets.
Resolve Network switch and connectivity issues.
Collaborate with development staff to recreate problems in the test environment.
Verify issue resolution on the customer's behalf.
Verify with the customer that the issue has been resolved and update the ticketing system.
Interface with infrastructure, database, and development personnel.
Communicate plan, progress, and issues in a timely manner.
Actively contribute to ongoing process improvement.
Performs other duties or special projects as assigned.
Ability to complete multiple simultaneous projects in a timely manner.
Knowledge of Tools:
Complete familiarity with all functions of client provided on GCG/CSN provided CRM/help desk solutions related therein.
In depth familiarity with clients products and/or services, environment, and community.
Microsoft Outlook, Word and Excel and any other required software to efficiently perform work function.
Bachelor's degree from a four-year college or university preferred.
2+ years customer support/help desk experience.
Strong communication, interpersonal, and analytical skills.
Ability and desire to provide excellent customer-service to internal customers.
Working knowledge of MS operating systems and applications.
Ability to work independently and in a dynamic environment.
Web browsers, IRC.
Results and Expectations:
Maintain customer records by recording pertinent in-game account information.
Maintain good customer relations by being professional, courteous, and consistent when interacting with customers.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve problems; expediting correction or adjustment; following up to ensure resolution.
Recommend potential products or service improvements to management by collecting customer information and analyzing customer needs.
Meet quality standards and metric goals established by management.
Contribute to team effort by accomplishing related results as needed.
Complete tasks that are assigned by management that may not fall into the scope of the daily routine.
Properly escalate issues that require a supervisor's attention including all necessary details and protocols.
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