NC America · 2 days ago
Customer Service Specialist
Irvine, CA
Full-time
Onsite
Entry, Mid Level
$50K/yr - $70K/yr
2+ years expNC America is seeking an enthusiastic Customer Service Specialist to join their team. In this role, you will lead a small team of Customer Service Agents, monitor trends in issues, and provide top-notch assistance to the gaming community.
Computer Games
Responsibilities
Create and maintain a robust reporting system that tracks Service Level Agreement (SLA) across ticket types
Provide Daily/Weekly reports on overall status of each product; including ticket volume (open/closed/pending), SLA excursions etc
Work with management to Identify Process gaps and implements new processes and improves existing ones where needed
Identify key resource gaps and provide strategic solutions to address those gaps
Maintain SLA for ticket types ensuring timely Customer Experience
Team Mentorship, provide guidance and support to Customer Support Agents to ensure quality and support of our customers
Act as an escalation point for Customer Service Agents, answering inquiries and escalating further as needed
Assist players via email, chat, and social media by addressing gameplay questions, technical issues, and account-related concerns
Provide detailed information about game features, updates, and policies to ensure a seamless player experience
Troubleshoot technical problems and escalate complex issues to the appropriate departments when needed
Monitor community feedback and proactively identify recurring issues to help improve game quality and support services
Maintain accurate records of player interactions and follow up to ensure resolution and satisfaction
Collaborate with internal teams, including producers and community managers, to relay player insights and feedback
Stay updated on the latest game updates, patches, and events to provide accurate and relevant support
Uphold the company's standards of conduct, fostering a positive and inclusive gaming community
Assist in creating and updating support documentation such as FAQs, guides, and troubleshooting steps
Qualification
Required
Passion for video games and deep understanding of gaming culture
Ability to mentor colleagues and lead projects with minimal oversight, take initiative to identify areas for improvement and process improvement
Prior experience (2+ years) in customer support, preferably within the gaming industry
Ability to communicate professionally, confidently and persuasively over the phone, in person and over written communications while exercising soft skills for interacting with team members and customers
Strong problem-solving skills with the ability to think quickly and adapt to player and business needs
Strong reporting analysis, ability to generate reports clearly displaying current status and health of the Customer Service team and the overall Customer Experience
Familiarity with gaming platforms, consoles, and PC troubleshooting
Proficiency in customer service tools, ticketing systems, and CRM platforms
Ability to work flexible hours, including weekends and holidays as needed
A team-oriented attitude with a player-first approach
High school diploma or equivalent; additional certifications or degrees in related fields are a plus
Company
NC America
NCSOFT is a premier digital entertainment company with global presence and 4,000+ employees.
Irvine, California, US
11-50 employeesFunding
Current Stage
Early StageLeadership Team
Claire K.
Sr. Human Resources Business Partner
Company data provided by crunchbase