Support to customers who have questions or need assistance with their games

Customer Support Associate - Roblox

  • Responsibilities include but are not limited to: ● Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly. ● Thoroughly and efficiently gather customer information, determine and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions. ● Provide quality service and support in a variety of areas including, but not limited to: account verification/assistance, billing, product knowledge and system troubleshooting. ● Assist in identifying, tracking and escalating trending issues. ● Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience. Requirements: ● Highly developed sense of integrity and commitment to customer satisfaction. ● Demonstrated passion for excellence with respect to treating and caring for customers. ● Ability to communicate clearly and professionally, both verbally and in writing. ● Has "thick skin" and is able to handle complaints. ● Has a pleasant, patient and friendly attitude. ● Strong self-organization, decision making and analytical abilities. ● Strong detail orientation and communication/listening skills. ● Willingness to work a flexible schedule, including weekends, evenings and overtime ● Possess a strong work ethic and team player mentality. ● Desktop/Laptop computer, dedicated mouse (not trackpad), mobile device capable of downloading and using a 2-step login authenticator app and SMS text messaging, strong internet connection and Google Chrome browser. 1+ years of experience in a customer service or help desk capacity required. Experience with telephones, online ticketing systems, and personal computers helpful. Knowledge of technical support issues related to Internet connectivity and troubleshooting experience a plus. Experience with Microsoft Office, Google Docs and ZenDesk also helpful. Domain/Program Access ● roblox.zendesk.com ● All roblox.com domains ● simulping.com - CS tools domain ● bitium.com ● manager.paypal.com ● mail.roblox.com/gmail.com ● roblox.slack.com/desktop slack app ● Google docs ● Yubikeys for 2FA for accounts

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