Customer Support Agent (Gaming)

TL;DR

Customer Support Agent (Gaming): Providing high-quality technical and account support for end users with an accent on ticket resolution, troubleshooting, and SLA compliance. Focus on diagnosing computer/network issues, managing escalated accounts, and improving the overall customer experience.

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

Salary: $23.00 - $25.50 per hour

Company

A technology solutions firm that helps organizations unlock value from existing assets using cutting-edge technology to create new revenue streams.

What you will do

• Manage and resolve customer support tickets within established SLAs and performance guidelines.
• Perform troubleshooting of computer and network issues using internal tools and knowledge bases.
• Coordinate with internal teams to report trends and resolve escalated issues.
• Monitor client-facing tools like MatterMost and follow client directives.
• Assist in creating knowledge base articles to support team development.
• Handle help requests escalated from Tier 2 agents.

Requirements

• 1+ year of customer service experience or equivalent.
• Associates degree or equivalent (Bachelor's preferred).
• Proficiency in computer and network troubleshooting.
• Written fluency in English language.
• Ability to maintain composure in high-paced, stressful environments.
• Proficiency with Microsoft Office Suite.

Nice to have

• Knowledge and experience with online gaming.
• Experience troubleshooting Account-specific tickets independently.

Culture & Benefits

• Comprehensive health coverage: medical, dental, and vision.
• Financial benefits including 401k program and Flexible Spending Account.
• Competitive PTO offerings and parental leave.
• Opportunities for professional growth and development.
• Collaborative, bold, and agile work environment.