Customer Support Agent (Gaming)

TL;DR

Customer Support Agent (Gaming): Delivering world-class customer service and technical troubleshooting for client accounts with an accent on first-call resolution and ticket management. Focus on diagnosing computer/network issues, collaborating with internal teams to resolve escalated inquiries, and maintaining high productivity standards.

Location: Hybrid (Bellevue, WA) - Must work two in-office days per week

Salary: $23.00 – $25.50 per hour

Company

Technology solutions firm that leverages cutting-edge technology to create additional revenue streams and transform business growth for its clients.

What you will do

• Manage and respond to customer support tickets within established SLAs with a focus on first-call resolution.
• Perform initial level troubleshooting of computer and network issues using desktop tools and knowledge bases.
• Coordinate with internal teams to identify trends, report issues, and resolve escalated customer inquiries.
• Contribute to the development of the team by creating knowledge base articles and collaborating on issue resolution.
• Monitor client-facing tools like MatterMost to stay current with client updates and directives.
• Collaborate with management to onboard new and existing agents into the Escalated Accounts space.

Requirements

• 1+ year of customer service experience or equivalent.
• Written fluency in English and excellent verbal communication skills.
• Associates degree or equivalent; Bachelor’s degree preferred.
• Proficiency in Microsoft Office Suite and a minimum typing speed of 45 wpm.
• Ability to perform initial troubleshooting of computer and network issues.
• Must be based in Bellevue, WA to comply with the hybrid office schedule.

Nice to have

• Online game knowledge and experience.
• Knowledge of Accounts tickets and the ability to troubleshoot them independently.

Culture & Benefits

• Comprehensive health insurance including medical, dental, and vision coverage.
• Financial planning tools such as a 401k program and Flexible Spending Account (FSA).
• Generous time off including competitive PTO offerings and Parental Leave.
• Opportunities for professional growth and development within the organization.
• An agile, bold, and fun work environment focused on solving complex business problems.