Customer Support Representative I

Kingsisle Entertainment, established in 2005, is a proven MMO hit-maker with 50+ million registered users across both our MMOs with vibrant and strong communities.  Our award-winning game Wizard101 is currently in its 14th year and Pirate101 is in its 9th.  We attribute our success to great people, and we recognize the value of every team member. We work hard and have fun, whether it’s with lunchtime gaming sessions or office outings to the movies. The working environment, friendly teammates, and support for growing careers all contribute to the long tenures many people enjoy at KingsIsle. The Customer Support Representative I will be responsible for responding to customer issues and will be expected to possess sufficient technical skills to allow them to identify and troubleshoot a wide variety of computer, network, and game related issues.

Responsibilities

• Provide Level 1 and in-game support for Kingsisle customers
• Resolve customer billing issues and inquiries
• Conduct research to resolve inquiries or problems that cannot be answered immediately and escalate complex support issues as necessary
• Log issues and information into ticketing systems as required
• Perform administrative support duties (log issues, enter customer contacts, maintains databases, data entry, files, updates customer records, etc.)

• 1+ year of customer service experience in a fast-paced environment.
• Excellent customer-facing skills – ability to calm irate customers, resolve difficult issues
• Demonstrated written and verbal communication skills, including a clear professional manner with the ability to express empathy and demonstrate flexibility
• Excellent problem-solving and analytical abilities

• Basic knowledge of PC computer use, familiarity with software installation, Microsoft Word, and Excel

• Competitive compensation
• Health, dental, and vision care benefits
• 401(K) with employer match
• Company fun days, parties, and unlimited PTO

Preferences

• Gaming experience
• Knowledge of Wizard101 and Pirate101 

Considerations

• Please make sure that the durations of your education and employment on your resume are included in month/year format
• Salary will be commensurate with experience
• Applicants must be legally able to work in the U.S. for KingsIsle