Gaming Support Agent

We are seeking Gaming Support Agents to provide exceptional technical and customer support to members using handheld and home gaming consoles. You will assist customers through phone, live chat, and email, delivering friendly, empathetic, and human interactions while resolving technical issues.This includes troubleshooting device connectivity, home networks, software and VOD services, accessories and components, as well as initiating repair processes when needed. You will use established knowledge resources to resolve product inquiries efficiently while ensuring every interaction reflects a kind, respectful, honest, and customer-focused approach.If you are passionate about technology, problem-solving, and creating positive customer experiences, this is an opportunity to help customers get back to enjoying their gaming experience.

• →Answer general product and service questions from consumers via all contact channels.
• →Answer questions, process transactions, provide options and company perspective, and encourage continued use and purchase of products.
• →Update consumer account information.
• →Record consumer feedback.
• →Stay current with procedural updates and integrate them into daily activities.
• →Clarify the consumer's concerns, research the cause of the issue, select and explain the best resolution while balancing the needs of the consumer and the client.
• →Answer incoming calls and make outbound calls and/or chat sessions to provide technical assistance to users experiencing problems with their connectivity.
• →Troubleshoot escalated hardware and/or software technical problems in conjunction with the hardware.
• →Collects, documents, and researches technical problems to develop solutions and resources for the department.
• →Multitask during calls to research technical issues while communicating with the consumer and clearly and concisely documenting the issue. Moderate the client’s Tech Support Forums.
• →Overtime, weekend, and holiday work may be required.

• High School Diploma or Minimum 3 CXC passes or equivalent qualification.
• 6 months minimum experience in customer service.
• Prior call center experience in customer service and/or technical accounts. (Preferred)
• Familiar with gaming brands, characters, consoles, platforms, and/or games. (Preferred)

• Strong verbal and written communication skills.
• Strong organizational skills.
• Ability to multitask.
• Ability to follow directions without close supervision.
• A sincere and empathetic communicator.
• Takes pride in helping others.
• Makes life easy by being proactive.
• Ability to adapt to an ever-changing environment.
• Strong attendance habits.
• Flexibility with scheduling.