Customer Service/Tech Support for MMO Gaming Company

We are looking for an experienced manager/lead customer service representative to serve as game support for our massively multiplayer online game.  This position will be the lead customer support person to provide guidance and assistance to players via FAQ and email support (which might grow to online chat or in game support). The customer service manager/lead will work closely with the Community Manager and QA Manager and will be responsible for drafting FAQ’s, balance customer requests while maintaining company policies and goals, provide improvements to service procedures, (in-game customer service, e-mail customer support, phone service, monitoring forums for customer support). 

Requirements

· Solid understanding of MMO games preferred

· Communication skills: typing, spelling, verbal and written

· 1-2 years Customer Service experience

· Ability to understand and quickly resolve issues

· Work well as an individual or as a member of a team

· Good organization skills and attention to detail

· Previous experience working for an MMO a plus, but not required

Functions

· Provide in-game support for all players

· Provide offline tracking and response support regarding in-game issues from customers

· Review and resolve customer concerns

· Conduct all necessary research to resolve issues

· Perform other duties as assigned by management

· Review and resolve customer subscription issues

· Handle all inquiries regarding fraudulent activities

· Conduct all necessary research to resolve issues