About the Role
Position Title: Customer Service Representative
Location: San Diego, CA/Remote (Daybreak Approved Remote Locations (CA, WA, TX, NY)
Studio/Department: Customer Service
Employee Type: Full Time, Temp
Salary Range: $14.00 – $17.00 per hour, pay may vary on location.
Job Description:
ABOUT OUR STUDIO
Our headquarters is where the gaming culture and Southern California lifestyle meet, creating a vibrant work environment that epitomizes our belief that every day should be well played. Daybreak San Diego is the home of Darkpaw Games, creators of the legendary EverQuest and EverQuest II games. This is also the home of Rogue Planet Games, developer of the award-winning MMOFPS PlanetSide 2.
The perks of working at Daybreak San Diego extend well beyond the beautiful weather in this prime location. Access to the local gym, as well as on-site fitness classes, game nights, and a strong appreciation for the local craft brew scene (we even turned one of our original game servers into an on-site kegerator) are just some of the ways that make working at Daybreak (San Diego) exciting! Working here is about being part of a community.
Find out more about our studio at www.daybreakgames.com.
THE OPPORTUNITY
The Customer Service Representative (Temp) is responsible for supporting players and works diligently to resolve any issues that customers may be experiencing in the Customer Service Department at San Diego reporting to the Manager, Customer Service, this position will be responsible for:
Day to Day Responsibilities
- Champion outstanding customer service for all players while maintaining a customer comes first mindset
- Assist customers by responding to CRM ticket ingress-subjects often include (but are not limited to); Missing items, content anomalies, keeping the peace’ by upholding the Terms of Service and the Code of Conduct, purchase issues, account recoveries, connection or computer related issues, and general billing questions
- Communicate with players in a timely, helpful, and friendly manner
- Document each ticket with relevant information pertaining to the issue and resolution
- Detailed log analysis and metrics research to accurately investigate, diagnose and resolve player issues
- Utilize internal and third-party tools to moderate the game servers, ensuring fair play
- Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines
- Communicate game issues to team members
- Develop and acquire game knowledge to become proficient with Daybreak Games’ portfolio of games
- Multi-task and troubleshoot cross-platform problems
- Troubleshoot basic computer and connection issues
Experience and Qualifications
- 1+ years’ experience as a Customer Service Representative
- High School diploma or equivalent experience
- Experience with online gaming communities, either as a player or industry work
- Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel)
- Knowledge of CRM systems such as Zendesk
- Working knowledge of using a calm demeanor to handle escalating situations with impartiality
- Excellent and effective problem solving and time management skills
- Effective verbal communication and written skills
- Creative problem-solver, self-driven with a strong work ethic
- A passion for game development and technology
Pluses
- Knowledge of Daybreak Games’ titles
- Knowledge of an array of video games on PC and consoles
- Knowledge of Game development