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NEW Customer Support Technical Specialist


Why choose Digital Extremes?

Ingenuity, diligence, highly skilled, specifically trained. With stealth precision, this team of ninjas have infiltrated the F2P market. Can we control the natural elements, shape shift or walk on water? Hell no. But we can develop kick-ass videogames. We are masters of our own weaponry. What is your superhuman skill? Do you have what it takes to join this elite team? Bring it. Recruiting now. 

NEW Customer Support Technical Specialist

Department:
Operations\Admin
Job Type:
Full Time
Location:
London, ON
Min Exp:
1-2 years

Customer Support Technical Specialist

Responsibilities:

  • Provide tech-savvy, prompt, courteous and effective customer support to end-users of the game
  • Interact directly with our gamers via tech support tools and official game forum to quickly resolve technical issues for players on both PC and console
  • Evaluating and resolving of player’s network issues
  • Track stubborn issues and work with QA to assess severity before escalating them to the development team
  • Stay up to date on the latest technological trends, ensuring you have the knowledge to anticipate and answer new technical questions before they become player headaches
  • Review and moderate user-generated technical content on the official game forum
  • Regularly update the internal Community Team on trends, information and insights occurring within the game community
  • Keep the CSR Team up to speed on solutions to the latest technical glitches, ensuring they’re able to quickly and efficiently solve player problems
  • Stay abreast of game changes and updates to anticipate potential issues within the community or game support

Qualifications:

  • Education in a technical field (Computer Science or IT)
  • Experience in a technical help desk environment desired; previous working experience in technical support preferred
  • Strong understanding of home networking & security software; Networking, LAN & WAN troubleshooting for Routers, Firewalls and Anti-Virus programs
  • Adept at troubleshooting, diagnosing and repairing technical problems on PC, console and networks
  • Ability to distill complex, technical difficulties into efficient, easy-to-follow solutions for less tech-savvy customers
  • Avid gamer, knowledge of Internet and gamer culture/lingo plus the gaming industry
  • Excellent knowledge of the principles of good customer service
  • Ability to effectively communicate information to customers with the intent of turning disgruntled/dissatisfied players into loyal evangelizing players
  • Fluent English speaker, reader and writer; those with secondary languages preferred

Pluses:

  • A+ or N+ certifications or similar experience

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