Customer Support

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.

This is an open ended contract role paying $23-$25/hr

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 

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

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