Contact Center Escalation Agent

Bethesda Softworks
Hunt Valley, MD
Oct 09, 2021
Oct 25, 2021
Accountant, IT
Full Time
OverviewThe Contact Center Escalation Agent will work as part of a team to provide exceptional customer service in a fast-paced environment in support of The Elder Scrolls Online, Fallout 76 and other ZeniMax Titles. This includes: handling issues that could not be resolved in a timely manner due to uniqueness or as the result of an emerging issue; specific customer cases; contacting customers who did not have an outstanding customer experience; coordinating and assisting in deeper dives or emerging issues and unique cases. ZeniMax OnlineStudios and Bethesda Softworks offer a fun and exciting environment, creative and friendly coworkers, and some of the most respected franchises and intellectual properties in gaming!ResponsibilitiesContact customers that were not satisfied with the customer experience they receivedConstantly deliver the highest level of customer support to every customer contactedDeliver feedback on processes and agent work to managersResolve and document resolution of unique, highly complex or previously unseen issuesCoordinate with and become a Subject Matter Expert for key titles; coordinate with other contact center teams, other departments, and development studios on best ways to resolve escalated and emerging customer issuesCoordinate, communicate and escalate sensitive issuesKnow internal policies and procedures - and when to consider making exceptions to themMaintain solid customer relationships by handling questions and concerns with speed, courtesy, and professionalismCreate processes and work flows so that emerging issues can be resolved and shared with T1/T2 agentsPerform other duties as assigned by managementQualifications2+ years experience supporting customers in a contact center environmentFamiliarity with mass response techniques and/or mass action processes for bulk processingFamiliarity with different mediums of support:EmailMass responseForumsAbility to handle a variety of issues and requests. These include but are not limited to:AccountTechnicalBillingIn-gameTerms of ServicesWell-developed soft skills and communication etiquetteExtraordinary attention to detail and proven ability to follow issues through to completionAbility to self-organize, manage work time and multi-task professionallyDisplay time flexibility towards shifts as per departmental requirementsExcellent verbal and written communication skillsAbility to constantly achieve high levels of quality with every customer contact and interactionExcel at team participation and ability to demonstrate high levels of coordinationAbility to work effectively in a highly dynamic and stressful work environmentPreferred SkillsExperience working in a 24/7 contact centerExperience working in a global and multi-cultural environmentKnowledge and passion for Massively Multiplayer Online GamesWe embrace diversity, equity, and inclusion in everything we do - from recruiting for our studios, publishing and operations to fostering safe and respectful workplaces that encourage collaboration. Our culture is based on principles of respect, inclusion, and fair treatment and we welcome anyone into our family without regard to race, religion, gender identity, sexual orientation, or age.Our diversity fuels our innovation and inspires us to create game worlds that bring us closer to the global community of players we serve.

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