Direct Message Twitter Agent

CA-Montreal
ID
2017-1112
# of Openings
2
Category
Customer Service/Support

Overview

Hello all,

 

As you know, VMC’s Live Game Operations group is a Support center that answers requests from gamers around the world on topics like gameplay questions, e-commerce concerns, game mastering needs, etc. Ranging between 100 and 200 agents at any given time, our need for specialized agents has been steadily growing.

 

As part of LGO, the Twitter team has brought continuous improvement in offering next level support over Twitter making it the fastest evolving unit. Over the last year, the Twitter team has become the driving force of VMC's innovation and venture into social media.

 

As a DM Twitter Agent, you will be responsible for treating Direct Message requests that come in through Twitter. DM process will resemble that of the responding to tickets except in much denser form, with more personalization and exceptional soft skills. Additionally, the agent will be trained to cover for the Core Twitter agents. Keep in mind that this could be a full-time task as much as it could be a part-time one being contingent on the volume of requests.

 

Position Title

DM Twitter Agent

 

Open Position

2

 

Date

Immediately

 

Shift (all times local)

Montreal:

Morning Shift (7:30am – 3:30pm)

Evening Shift (3:30pm – 11:30pm)

Night Shift (11:30pm – 7:30am)

 

Responsibilities

-        Provide customer support over Twitter and tickets

-        Monitor and report new/trending issues

-        Staying up to date with new/changed processes and procedures

-        Meet KPIs for Quality and Quantity metrics

-        Perform investigation and documentation of reported problems using all available tools

-        Attend training sessions and meetings and be able to apply this knowledge

-        Maintain knowledge about client’s games & strategies up to date

-        Provide Community moderation and proactive engagement as needed

-        Write in a captivating yet professional and error-free way

-        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

-        Perform other job-related duties as assigned

 

All selected candidates will undergo a trial period for the department.

 

Qualifications

Essential Requirements

 

-        Excellent organizational skills

-        Excellent written and communications skills in English

-        Excellent soft skills

-        Contemporary Knowledge of Video Games

-        Contemporary Knowledge of Social Media

-        Availability to work 24/7 - any day of the week including peak gaming times (Weekends &

         Holidays), and during any shift indicated above

-        Proficient in English; Good knowledge of additional languages will be an asset

 

Essential Skills and Qualifications

 

-        Excellent documentation skills

-        Ability to use VMC and client tools

-        Ability to work quickly and efficiently

-        Must be able to respond effectively to frequently changing priorities and requirements

-        Good investigative and problem-solving skills

-        Passion for the customer and the customer experience

-        High commitment to business, high level of accuracy in information management and personal

          integrity

-        Great interpersonal skills

-        Analytical mind where common sense borders critical thinking

-        Can work with little to no supervision

-        Strong active listening skills

-        User level knowledge of computer technology, personal computers and other devices (gaming 

         consoles, mobile)

-        Works well in a team environment

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