Description: The CSR II will be the primary point of contact for all customer interactions as they are deemed to be of an advanced technical nature, or problems with customer behavior (harassment, etc) that are beyond the scope of the standard issues outlined in our policies and procedure documents. Technically, these individuals will also be required to identify and troubleshoot a wide and potentially unknown variety of computer, network and game related issues.
The CSR II will respond to email and trouble tickets for pre-determined 2nd and all 3rd Level technical support. S/He will work with the CSR I to receive the escalated customer support issue and all in-game items. The expectation will be to communicate final solutions in order to update the Knowledge Base. The CSR II will document, track, and monitor the assigned problem to ensure a timely resolution.
Additionally, the CSR II will be primarily responsible for responding to all customer inquiries regarding billing. S/he will document customer tickets in trouble ticketing system and escalate according to established standard operating procedures. The CSR II will review requests, contact customers to clarify, ensuring all necessary information is included and may route requests to the appropriate level.
The CSR II will rely on experience and judgment to plan and accomplish goals and will perform a variety of complicated tasks. This individual will be expected to seek appropriate assistance throughout the company to resolve issues. This position will allow for a wider degree of creativity and latitude.
Responsibilities:
Provide Level 2 and in-game support for KingsIsle customers
Resolve customer billing issues and inquiries
Resolve hardware, operating system or networking issues based on pre-defined criteria, with additional inquiry based upon technical knowledge
Handle escalated issues as required
Conduct research to resolve inquiries or problems that cannot be answered immediately
Log issues and information into ticketing systems as required
Perform administrative support duties (log issues, enter customer contacts, maintains databases, data entry, files, updates customer records, etc.)
Create written support materials for use internally, or for self-help by customers
Requirements:
Two years of technical support experience in a fast-paced environment
Demonstrated written and verbal communication skills, including a clear professional manner with the ability to express empathy and demonstrate flexibility
Excellent problem-solving and analytical abilities
Knowledge of PC hardware including graphics cards, audio cards, monitors and networks
Experience with installation, configuration, and the use of ISPs, Windows, IE and other browser software
Ability to work in a flexible schedule to meet the customer demands
Qualified candidates may apply by emailing your resume to hr@kingsisle.com. Please include "Customer Support Representative II" in the email subject heading.
Java persistence (Hibernate, EJB, JDBC) – 1+ years
Databases/SQL – 2+ years
Web applications and web systems design/architecture – 2+ years
Web development – 5+ years
HTML/XHTML – 5+ years
XML – 1+ year
Object oriented design – 3+ years
Excellent personal presentation, oral, and written skills also required.
Plusses
Tapestry, Hibernate, JForums, or other Java “community” toolkits
Flash/Shockwave/Director 11 programming
AJAX/JavaScript programming
Web Portal Applications Programming (Portlets, Wiki, Blogs, etc.)
Web Services/SOA/SCA
SOAP
Use of patterns in development
High-volume web site development
Multi-player web-based game development and delivery
Windows and Linux deployment experience
Qualified candidates may apply by emailing your resume to hr@kingsisle.com. Please include "Web Java Programmer (Contract)" in the email subject heading.
