International Game Support Representative (Multiple Languages)
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.
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.
Game Support Representatives should meet the following qualifications:
Ability to speak one or more of the following languages fluently (Chinese-Mandarin, Chinese-Cantonese, Japanese, Korean or Portuguese).
Two years' experience in the customer support industry.
Strong gaming background (PC and online gaming platforms preferred).
Strong analytical and communication skills.
Typing speed of 600 errorless words over a 10 minute period.
General competency and proficiency in PC software applications.
Strong Technical Support Knowledge / MCSE Certification.
Experience with Massively Multi-Player Online Games.
General knowledge of customer support.
This position exists on a 90-day contract basis with very high opportunity to advance based on performance. Wages are determined based on experience with a range of 12.00-17.50 USD / hour.
Salary/Wage: $12.00-17.50 USD / Hour DOE
Education: High School+
Status: Full-time, Part-time, Temp/Contract
Shift: Days, Nights and Weekends
- To hire and promote established, loyal proven leaders.