Make your mark at Daybreak Games and take your place in games history! Here at Daybreak, we make games that bring people together. Together we have built and introduced some of the most famed and beloved gaming franchises to millions of players worldwide including H1Z1®, DC Universe™ Online, PlanetSide®, EverQuest®, Lord of the Rings Online, & Dungeons & Dragons Online.

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The Customer Service Representative (Temp) supports players by resolving issues in the Customer Service Department. Responsibilities include championing customer service, responding to CRM tickets for various issues like missing items, purchase problems, and account recoveries. The role requires timely and friendly communication, detailed documentation, log analysis, and moderating game servers. Candidates should have 1+ years of customer service experience, knowledge of online gaming communities, Microsoft Office, and CRM systems like Zendesk, along with strong problem-solving and communication skills.

THE OPPORTUNITYThe 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 reporting to the Manager, Customer Service, this position will be responsible for:Day to Day Responsibilities<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Champion outstanding customer service for all players while maintaining a customer comes first mindset</li><li class="leading-relaxed">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</li><li class="leading-relaxed">Communicate with players in a timely, helpful, and friendly manner</li><li class="leading-relaxed">Document each ticket with relevant information pertaining to the issue and resolution</li><li class="leading-relaxed">Detailed log analysis and metrics research to accurately investigate, diagnose and resolve player issues</li><li class="leading-relaxed">Utilize internal and third-party tools to moderate the game servers, ensuring fair play</li><li class="leading-relaxed">Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines</li><li class="leading-relaxed">Communicate game issues to team members</li><li class="leading-relaxed">Develop and acquire game knowledge to become proficient with Daybreak Games' portfolio of games</li><li class="leading-relaxed">Multi-task and troubleshoot cross-platform problems</li><li class="leading-relaxed">Troubleshoot basic computer and connection issues</li></ul>Experience and Qualifications<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">1+ years' experience as a Customer Service Representative</li><li class="leading-relaxed">High School diploma or equivalent experience</li><li class="leading-relaxed">Experience with online gaming communities, either as a player or industry work</li><li class="leading-relaxed">Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel)</li><li class="leading-relaxed">Knowledge of CRM systems such as Zendesk</li><li class="leading-relaxed">Working knowledge of using a calm demeanor to handle escalating situations with impartiality</li><li class="leading-relaxed">Excellent and effective problem solving and time management skills</li><li class="leading-relaxed">Effective verbal communication and written skills</li><li class="leading-relaxed">Creative problem-solver, self-driven with a strong work ethic</li><li class="leading-relaxed">A passion for game development and technology</li></ul>Pluses<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Knowledge of Daybreak Games' titles</li><li class="leading-relaxed">Knowledge of an array of video games on PC and consoles</li><li class="leading-relaxed">Knowledge of Game development</li></ul>

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