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.
● 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.
● All roblox.com domains
● simulping.com - CS tools domain
● roblox.slack.com/desktop slack app
● Google docs
● Yubikeys for 2FA for accounts