Video Game Customer Support Specialist

Job#: 3017518

Job Description:

Apex Systems is hiring a Customer Support Agent to work in a fast paced, busy, but amazingly fun environment supporting a video game franchise. This work will be email support via Zendesk. We are looking for candidates with previous experience in a high volume support environment providing technical support or customer support via email.

Major Responsibilities:

Account & Platform level Tickets - The ticket types that support agents handle themselves after initial training are largely around general troubleshooting for all basic platform and account level for customers.

• Account Troubleshooting
• "How do I...?" Questions
• Provide information on various promotional opportunities and bundles

After the agent has mastered Account and Platform tickets, there will be opportunities to cross train and focus on other queues. These could include Technical Support, Gameplay, Social Media, or special niche queues.

Deliverables:

• Respond to Players in a high volume environment by consistently hitting the bar for both productivity and quality, as measured by handle time, quality scores, and customer feedback
• Strong investigative skills with a focus in money related tickets (Account Takeover, Fraud, Refund abuse, etc)
• Strong communication skills to accurately understand a customer's problem and know when to ask for more before escalating to another team. T1 agents should have all information needed (as much as reasonably possible) before passing off to another team
• Properly tag all Zendesk ticket for appropriate reporting to other management - this is business critical as incorrect tagging can result in tickets being dropped or not being reported on
• Other areas as agreed by Apex management within position criteria if SLA is not adversely impacted

Required Qualifications:

• Customer Support experience at a Technology, E-Commerce, or Game Company is required
• Previous email or online customer support experience for software; call center work is not a direct correlation
• Experience in one or more online ticketing system. This team uses Zendesk.
• Excellent, customer-friendly, grammatically correct, and verifiable writing skills

Preferred Qualifications:

• Video gaming experience strongly preferred

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.