Customer Support Representative I

Square Enix's Customer Support team is seeking a Customer Support Representative who will bring strong customer service skills and a positive attitude to our team. We are especially interested in avid gamers and Square Enix enthusiasts. In this role, you will be the first point of contact for customers and will be a critical brand ambassador for our North American customer base. This department operates 24 hours per day, 7 days per week. Your schedule will be determined based on business needs.

Responsibilities

• Answer high volume calls in a professional and efficient manner.
• Successfully fulfill customer needs to ensure customer satisfaction.
• Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Resolves customer concerns via proprietary tools.
• Resolve concerns including but not limited to account management, billing issues, technical support, and basic site and application navigation.
• Identify customer’s needs, clarify information, research every issue and provide solutions and/or alternatives.
• Give accurate and real-time responses to customer inquiries.
• Follow communication procedures, guidelines, and policies
• Input accurate and detailed contact logs into proprietary CRM tools.
• Escalate issues to appropriate teams when necessary.
• Keep up to date with policies, procedures, and events surrounding the titles being supported.
• Other duties as assigned.

Requirements

• 1+ years of experience in customer service is preferred.
• Experience using Windows Operating Systems and MS Office.
• Working knowledge of CRM systems and practices.
• Excellent typing (40 WPM minimum), phone, and computer navigation skills.
• Customer service – comprehension and documentation skills included with emphasis on strong phone and active listening skills.
• Product and job knowledge.
• Focused on quality.
• Productivity – strong time management skills to ensure productivity is aligned with department standards.
• Problem solving – ability to resolve conflict.
• Strong attention to detail.
• Adaptability and flexibility to switch gears to accommodate the needs of our customers and team.
• Ability to work under pressure – ability to maintain poise and a professional attitude during periods of high call volume.
• Positive and professional demeanor.
• Excellent communication skills.
• Collaborative and a team player; a relationship builder.
• Adherence to policies and procedures.
• Knowledge and passion for video games (especially MMO) is preferred!

Benefits

• 100% Medical, Dental, Vision coverage- with the option to add a spouse/domestic partner and children at 2% of the premium.
• Medical FSA (Flexible Spending Account) and Dependent Care FSA (Flexible Spending Account) to help pay for medical expenses, childcare or adult care expenses with pre-tax dollars.
• Wellness programs- mental health resources, counseling, financial wellbeing, support for future moms, a 24/7 Employee Assistance Program hotline, and much more.
• Generous leave- from the start you can earn up to 25 days of PTO, we observe 13 major holiday and provide job protected leave for life’s unexpected moments.
• 401K auto enrollment and employer-match contribution.
• Be among the first to get copies of every game title, plus receive generous discounts on thousands of games in our library.
• Refer our next new team member and receive a $1000 bonus.

Annual Salary Range: $20/hr