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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.
Job Responsibility:
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 feedback
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
Properly tag all Zendesk ticket for appropriate reporting to other management – this is business critical as incorrect tagging can result in tickets being dropped or not being reported on
Other areas as agreed by Apex management within position criteria if SLA is not adversely impacted
Requirements:
Customer Support experience at a Technology, E-Commerce, or Game Company is required
Previous email or online customer support experience for software
Experience in one or more online ticketing system. This team uses Zendesk
Excellent, customer-friendly, grammatically correct, and verifiable writing skills
Nice to have:
Video gaming experience strongly preferred
What we offer:
medical, dental, vision, life, disability, and other insurance plans
ESPP (employee stock purchase program)
401K program with a company match after 12 months of tenure
HSA (Health Savings Account on the HDHP plan)
SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
corporate discount savings program and other discounts
on-demand training program
access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure
certification discounts and other perks to associations that include CompTIA and IIBA
dedicated customer service team for our Consultants