Live Game Operations

CA-Montreal
ID
2015-1011
# of Openings
25
Posted Date
08/19/2015

Overview

VMC is one of the world’s leading games services companies. We offer fully integrated, end-to-end production support solutions for development and publishing studios. VMC partners with some of the world’s largest and most successful games, software and hardware companies.

We are currently looking for committed, quick-witted, and passionate gamers to join our team as Live Game Operations Agent. This position is a one-of-a-kind opportunity for a creative & hard-working individual to enter the video game industry and to make a difference for players around the world.

Join an elite group of talented support professionals. Answer customers and drive communities of fans of the biggest games out there!

Responsibilities

  • Meet KPIs for Quality and Quantity metrics
  • Perform investigation and documentation of reported problems using all available tools
  • Attend training sessions and meetings in English language and be able to apply this knowledge in designated language
  • Set customers’ expectations at the right level and handle difficult customers effectively
  • Maintain knowledge about client’s games & strategies up to date
  • Provide Community moderation and proactive engagement as needed
  • Write in a captivating yet professional error-free target language in emails and in-game chats
  • Document all interactions in the CRM Tool
  • Escalate complex or risk issues as needed
  • Ability to effectively use various software applications: Word; excel; outlook; Web Browser etc...
  • Create a positive impression whenever interacting with customers
  • Maintains client confidence and protects operations by keeping information confidential.

Qualifications

  • Ability to use VMC and client tools
  • Good investigative and problem-solving skills
  • Must be able to respond effectively to frequently changing priorities and requirements
  • Passion for the customer and the customer experience
  • High commitment to business, high level of accuracy in information management and personal integrity
  • Great communication and interpersonal skills
  • Analytical mind where common sense borders critical thinking
  • Can work with little to no supervision.
  • Availability to work during peak gaming days (Saturday, Sunday and holidays)
  • Excellent written communication skills in any of the below languages AND English
  • English
  • French
  • Italian
  • German
  • Dutch
  • LATAM Spanish
  • Brazilian Portuguese
  • Russian
  • Polish
  • Turkish
  • Chinese
  • Korean
  • Japanese

Additional

  • Candidates with Customer Support experience will be preferred

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