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Account & Technical Services Representative

Irvine, California, United States
Account & technical services representatives (ATSR) are service specialists supporting Blizzard Entertainment customers with account related issues via phone, chat, and email.  Through problem identification, troubleshooting, education, and resolution, ATSRs are required to provide innovative and exceptional customer handling following Tier I empowerment guidelines.  As a key member of customer service, ATSRs are expected to maintain Blizzard Entertainment's culture of excellence and commitment to quality in every aspect of their work.
 
Responsibilities
  • Respond to customer inquiries and provide first contact resolution of customer issues via phone, chat, and e-mail.
  • Deliver timely and accurate responses to customer questions and requests.
  • Take personal ownership of customer requests and maintain accountability for follow-through.
  • Perform account maintenance, data entry, and order processing functions.
  • Provide exceptional customer experience as measured through customer surveys
  • Provide proactive customer communication via phone, chat, or email when necessary.
  • Maintain productivity levels that meet or exceed departmental goals for Tier I representatives.
  • Display a professional, positive, and enthusiastic demeanor to employees and customers.
  • Learn and review departmental policies and procedures.
  • Maintain accurate account of hours worked and report any discrepancy in a timely manner.
  • Maintain security and confidentiality of Blizzard Entertainment internal information and customer/account information.
  • Escalate and communicate any customer well-being issues.
  • Escalate or refer issues beyond the scope of Tier I training and duties.
  • Other duties, as assigned.
 Requirements
  • Team player with a positive attitude
  • Ability to work under pressure in a fast-paced, high-volume environment
  • Flexibility to work rotating shifts
  • Comfort with using telephony related hardware and software
  • Strong customer service, verbal and written communication skills
  • Minimum one year experience handling customers within the service field
  • Basic computer and typing skills
  • Familiarity with Microsoft Windows and Microsoft Office
  • Successful criminal background check may be required if allowed by local law
 Pluses
  • Previous call center or direct customer-facing experience
  • Excellent attention to detail
  • Drive for self-improvement
  • Passion for supporting gamers
  • Knowledge of Blizzard Entertainment games