Seasonal Gaming Digital Agents (Contract)

The Gaming Digital Agent will work on the front lines, providing a support experience that is empathetic, human, and above all – taking fun very seriously! You will correspond directly with members by phone, live chat, and email, resolving issues and enhancing the client’s customer experience. The client wants its customers to smile by creating new surprises for them across the world to enjoy together through a unique gaming experience, a world that is kind and respectful. The client’s mission is to abide by the principle to be kind, respectful, empathetic, human, and honest within every interaction and bring back the smiles to all of their customers.  

You will interact directly with thousands of customers per week, helping customers enjoy their devices to the best of their capabilities; guiding, explaining, and ensuring resolution to customers’ requirements.  

• →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 research 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. 

• 3 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.