STANDING STONE GAMES – CUSTOMER SERVICE REPRESENTITIVE

Job Description

Standing Stone Games is looking for a dynamic Game Master who supports players and works diligently to resolve any issues that customers may be experiencing. This is an exciting opportunity to be a part of our Customer Service team that is driven to provide the highest level of customer support.

Responsibilities

• Champion outstanding customer service for all players while maintaining a customer comes first mindset
• Assist customers by responding to CRM ticket ingress-subjects often include (but are not limited to); missing items, purchase issues, content anomalies, and ‘keeping the peace’ by upholding the Terms of Service and the Code of Conduct
• Communicate with players in a timely, helpful, and friendly manner via in-game chat and CRM tickets
• Document each ticket with relevant information pertaining to the issue and resolution
• Detailed log analysis and metrics research to accurately investigate, diagnose and resolve player issues
• Utilize internal and third-party tools to moderate the game servers, ensuring fair play
• Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines
• Communicate new game issues to direct team members and Management
• Develop and acquire game knowledge to become proficient with Standing Stone Games' portfolio of games
• Multi-task and troubleshoot cross-platform problems
• Able to be self-motivated and organize tasks in order of priority

Requirements

• 1+ years’ experience as a Customer Service Representative
• High School diploma or equivalent experience
• Experience with online gaming communities, either as a player or industry work
• Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel)
• Working knowledge of using a calm demeanor to handle escalating situations with impartiality
• Excellent and effective problem solving and time management skills
• Effective verbal communication and written skills
• Creative, self-driven with a strong work ethic
• A passion for game development and technology

Pluses

• Knowledge of Standing Stone Games’ titles (e.g., Lord of the Rings Online, Dungeons and Dragons Online)
• Knowledge of an array of video games on PC and consoles
• Knowledge of Game development

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