Player Support - Technical Specialist

US-WA-Redmond
ID
2017-1064
# of Openings
5
Posted Date
10/18/2017
Category
Customer Service/Support

Overview

VMC manages the North American Player Support operations out of our Redmond, WA office. We are looking for dedicated, intelligent, passionate, and hardworking video game enthusiasts to join our team as Player Support Technical Specialists. Qualified candidates love video games and are driven to provide the best support for our players in North America.  This position is a fantastic opportunity for a creative problem solver to show his/her potential and level up the Technical Support industry.

Responsibilities

Core Responsibilities:

  • Respond and address Player problems through tickets and other channels
  • Support and engage players through high quality, understandable tech conversations
  • Practice consistent and clear decision making to provide the optimal player experience
  • Work effectively in a high energy, fast-paced, team oriented environment
  • Proactively share gained knowledge with team members using the correct communication channels
  • Utilize proprietary and external tools and resources to identify and resolve player inquiries
  • Investigate player logs to identify patterns and offer troubleshooting solutions
  • Provide feedback on tools, resources, procedures and guidelines to enhance workflow and the player experience
  • Maintain the required ticket output and ticket quality on a consistent basis

Qualifications

Requirements:

  • Must have excellent written and verbal communication skills in English
  • Core gamer with a PC/Console gaming background
  • Previous customer service experience
  • In-depth understanding of PC hardware, software, and networking
    • Drivers, Windows OS, Mac OSX, firewalls, DNS, traceroutes, etc.
    • Base understanding of the League of Legends game loop is a huge plus
  • Education - High School or GED (required), any college experience is a plus
  • Open availability/schedule - 40 hours/wk, 5 consecutive days/wk
  • Baseline understanding of the Google Office Suite (Sheets, Docs, Gmail, Drive, etc.)
  • Typing speed of 50 WPM

 

Ideal Specialist Profile Details

  • Cultural Profile: Familiar and comfortable with video games and gaming culture - bonus points if familiar with League of Legends
  • Personality Profile: Strong communicator, organized, empathetic, moderate to high critical thinking skills, high degree of autonomy
  • Career Profile: Educated, ambitious, willing to learn from failure/mistakes, open to feedback
  • Tech Savvy: affinity for troubleshooting, knowledgeable about tech industry/development, interest in future tech - especially new LoL features, passion for PC’s and hardware

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