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NantGames is seeking full-time Customer Support agents to join our growing team. Our Customer Support agents will help ensure we are supporting our customers by resolving the queue of support inquiries, logging reported bugs, issues, and customer feedback, and other duties as needed.
Please note that this position may require working a weekend schedule or during assigned holidays to ensure we can maintain appropriate coverage for the queues.
Responsibilities:
- Provide quality and timely responses to resolve customer support inquiries through Zendesk and other support channels as required
- Research and document player issues via our operational tools, Jira, Confluence, Slack, and other tools as required
- Ability to lead players through technical support troubleshooting steps or processes
- Manage player inventory and entitlements through operational tools in accordance with Customer Support and NantGames’ policies
- Follow all NantGames Customer Support communication procedures, guidelines, and policies as directed
- Consistently maintain all required CS agent performance quotas and/or metrics in accordance with NantGames’ Customer Support policies
- Assist in the creation and upkeep customer support help/knowledge base articles, standardized customer wording, and other documentation related to support operations
- Review feature specifications and patch notes to understand new functionality or changes within our games
- Work closely with live ops and QA teams to report and/or reproduce found issues
- Assist with QA game testing as necessary or directed
- Any other duties/responsibilities as assigned or directed
Requirements:
- High school diploma or equivalent GED
- Previous experience as a customer support agent or experience in other customer service/customer-facing roles
- Excellent written and verbal communication skills
- Self-starter, ability to multi-task and manage time effectively
- Attention to detail
- Proactive nature, must be able to communicate with our operational Support, Live Ops, and QA teams to call out any known issues in real time
- Growth mindset, willingness to learn and commit to continuous improvement and implementation of customer service best practices
- Familiarity with MS office products
- Passion for gaming and technology
Pluses:
- One or more years’ experience as a customer support agent (or equivalent role) in a contact center environment
- Previous experience using Zendesk or equivalent CRM tools (Salesforce CRM, Intercom, Freshdesk, etc.)
- Experience testing and/or collaborating with development teams on PC, console and mobile games
- Experience using Jira and Confluence
- Technical writing, documentation, or wiki/knowledge base writing experience
- Experience with live products/live operations or game support environments
Physical Demands of Position:
- We may request that customer support agents perform their work from home and/or office and could involve sitting, standing, walking for long periods of time throughout the day
Salary and Other Benefits:
- Salary Range: $50,000 – $65,000
- Fully remote working environment
- Work computer and relevant testing equipment provided
- Health insurance, dental insurance, 401K, and more
All applicants must complete the writing assessment to be considered for the role.
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