NOTE: This job is no longer available!
Customer Support Relations (I)
at Popcap
Seattle, WA
The Customer Support Team is focused on providing exceptional customer service, technical and game-play support to PopCap Games customers through multiple communication channels which may include email, phones, postal mail, fax, social media, web chat and community forums. This is a customer focused, technical and game-related support positions with responsibilities for meeting or exceeding performance and quality goals.
Responsibilities:
Respond to questions from customers, partners, affiliates and colleagues promptly, professional and accurately via numerous and ever-changing communication channels
Troubleshoot and resolve technical inquiries including but not limited to download, installation, registration, game-play, and other issues with PopCap Games products and website(s)
Communicate technical and game-play resolutions to the customer support team and other PopCap Games teams, as appropriate
Maintain a current knowledge of all the mechanics, prices and policies for all PopCap Games products
Assist in maintaining a database of product information and customer support processes
Report bugs, trends and process/performance improvement suggestions
Represent PopCap customers and deliver ‘voice of customer’ feedback appropriately and professionally
Required Skills/Personal Requirements:
1+ years customer/technical support experience in a technical support call center or environment
Knowledge of both Macintosh and Windows operating systems, game consoles and mobile devices
Strong internet and email skills, as well as Microsoft Office Suites (Excel, Word)
Excellent verbal and written communication skills (fluency in multiple languages a plus)
Demonstrated strong analytical and problem solving abilities
Ability to work independently as well as part of a team
Ability to perform assigned tasks and projects quickly, accurately, and professionally
Education and/or Certifications:
College diploma or degree preferred
PopCap Games (www.popcap.com) is the worldwide leader in casual video games: fun, easy-to-learn, captivating games that appeal to everyone from age 6 to 106 and are available anytime, anywhere. Based in Seattle, Washington, PopCap was founded in 2000 and has a worldwide staff of more than 500 people in Seattle, San Francisco, Vancouver, B.C., Dublin, Seoul, and Shanghai. Its games have been downloaded over 1.5 billion times by consumers worldwide, and its flagship title, Bejeweled, has sold more than 50 million units across all platforms. Constantly acclaimed by consumers and critics, PopCap’s games are played on the Web, social platforms, desktop computers, myriad mobile devices (cell phones, smartphones, PDAs, Pocket PCs, iPod, iPhone, iPad and more), popular game consoles (such as Xbox and DS), and in-flight entertainment systems. PopCap has been one of the most innovative companies in the video game industry since its inception a decade ago. Pioneering new game mechanics, sales models, and platforms ranging from mobile devices to online and location-based games of chance, PopCap is the only video game provider in the world with leading market share across the entire spectrum.