Description

You will manage email-based support for a video game franchise, handling account issues, troubleshooting, and fraud investigations using Zendesk.

This role is on-site.

Responsibilities

• Manage account and platform-level tickets, including general troubleshooting and how-to inquiries.
• Investigate sensitive issues such as account takeovers, fraud, and refund abuse.
• Communicate clearly with players and gather necessary information before escalating issues to other teams.
• Provide information regarding promotional opportunities and bundles.
• Maintain high productivity and quality standards regarding handle time and quality scores.

Required Skills

• 5+ years of experience in customer support roles.
• Previous experience supporting a technology, e-commerce, or gaming company.
• Proven track record in high-volume email or online software support environments.
• Experience using Zendesk or similar online ticketing systems.
• Strong technical support and troubleshooting capabilities.
• Ability to meet SLA requirements in a high-volume setting.
• Excellent, grammatically correct, and customer-friendly writing skills.
• Strong investigative skills for financial and account security tickets.

Preferred Skills

• Experience with gameplay, social media, or niche technical support queues.

Key Skills

Education

Bachelor's