Customer Service Representative- GM Job in Needham, Massachusetts US
Customer Service Representative- GM
SUMMARY OF POSITION Turbine, Inc. is the world s premier creator and operator of massive, persistent online worlds that foster powerful gaming and social communities. Turbine Customer Service has a focus on quality while providing fast and efficient responses to our customers through a variety of contact methods. Currently, Turbine is seeking highly talented self-starters who are able to perform in a fast-paced and ever changing environment. Join us in our mission to create the next generation of online entertainment that unifies the best of massively multiplayer online games, virtual worlds and social networks on and across both PC and Console Platforms. This is a full time (Temp) position with two consecutive days off (weekend coverage may be required). JOB REQUIREMENTS * 2 year degree or equivalent work experience. * Provide in-game support for the players on Asheron s Call, Dungeons Dragons Online, and The Lord of the Rings Online. * Provide offline tracking and response support regarding in-game related issues for the players. * Successfully resolve and provide final tier support for escalated player assistance requests. * Proactively monitor first tier support performance to ensure quality of work product. * Proactively monitor and maintain the game forum service during off hours. * Enforce player Codes of Conduct and Terms of Service. * Execute and ensure proper shift procedures and processes are followed. * Perform general Quality Assurance activities to assist in resolving player issues. * Report, document, and provide follow-through for game and player issues. * Develop and update knowledgebase documentation as required. * Manage multiple in-game related tasks such that support response time remains timely and efficient. * Monitor and moderate service during limited off hours. * 1+ years of experience in a Customer Service call center or Technology Retail environment. * Previous gaming (preferably MMO) experience. * Ability to quickly understand issues and provide fast, courteous solutions. * Exceptional communication and typing skills. * Work well as an individual contributor or as a team member. * Solid understanding of MMORPGs; preferably, Asheron s Call, Dungeons Dragons Online, and The Lord of the Rings Online. * Experience with a variety of Online Games is a plus!