JOB SUMMARY:

The incumbent is responsible for providing support and guidance to players, by helping them address account and technical issues and resolve purchase and gameplay related queries.

KEY AND CRITICAL RESPONSIBILITIES INCLUDE:

Engage with players via live chat or email, providing clear, personable, and empathetic communication to address questions and resolve issues.
Help players navigate in-game features, updates, and other aspects of the gaming experience.
Assist players with account access and security issues.
Provide support and resolve issues related to missing virtual currency, in-game purchased items, or in-game content.
Handle ban appeals and account enforcement inquiries.
Troubleshoot online connectivity and technical issues including account and platform-specific issues in multiple online gaming environments (PlayStation, Xbox, Steam/PC).
Maintain a working knowledge of latest gaming trends, game features and systems.
Provide professional, empathetic support in high-pressure situations.
Document, escalate, and follow up on complex player issues.
Educate players on game policies and best practices.
Performs other duties as assigned.

KEY COMPETENCIES:

Knowledge & Experience

1 to 3 years of experience in customer service, live chat or email support; experience as a Discord/chat moderator would be an asset.
Working knowledge of the game interface and experience playing the NBA 2K Game or other multiplayer games.
A minimum of 1 years’ experience of resolving issues such as account lockouts or compromised accounts, missing virtual currency or purchased items, and handling ban appeals or online connectivity complaints.
A minimum of 1 years’ experience in handling large volume ticketing systems
Must possess in-depth knowledge and experience utilizing the following gaming console ecosystems: Sony (PlayStation), Microsoft (Xbox) & Valve (Steam/PC).
Working knowledge of virtual economies and digital entitlements
Strong problem-solving skills
Must be able to maintain patience and a high level of professionalism
Must possess strong written communication skills and demonstrate an understanding of gaming slang/terminology.
Maintain high ethical standards and confidentiality
Active listening skills
Must have ability to work independently and in a team environment.
Ability to multitask and be flexible
Strong interpersonal and influencing skills
Word, Excel and PowerPoint skills at intermediate level at minimum

Education/Accomplishments:

Minimum of five (5) C.X.C. General Proficiency subjects (Grade I, II or III and English A mandatory); Trade/Vocational School certificate or equivalent required.
Certification or training in IT support and networking would be an asset.

Personality:

Fair, objective and outgoing personality
Passionate about gaming
Assertive and principled
Dynamic interpersonal and communication skills with persons of different cultures/origins/countries
Professional demeanor and dependable work ethic
Able to remain calm, patient, and solution-focused when handling difficult or upset players.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

Customer Service Representative- Chaguanas Part-Time

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