Lead In-Game Support Representative (Austin, Texas)

Blizzard Entertainment is looking for experienced customer service professionals to serve as lead in-game support representatives for our massively multiplayer online role-playing game, World of Warcraft.

These are full-time positions (40 hours per week) at our customer support center in Austin, Texas. Shift hours and days may vary. The in-game support department is open 24 hours per day, 7 days per week. Please note applicants must be able to work alternate shifts and weekends as needed.

Requirements

• Outstanding motivational and leadership skills
• Outstanding customer service skills
• Outstanding oral and written communication skills
• Ability to work effectively with others
• Outstanding analytical and deductive reasoning skills
• Outstanding organizational skills
• 2+ years experience in customer service role
• Commitment towards teamwork
• Ability to work with minimal supervision
• Proven ability to follow through and complete assigned tasks
• Proficient working knowledge with Microsoft Windows and Microsoft Office

Responsibilities:

• Supervise the performance and development of a team of game masters and senior game masters.
• Conduct monthly one-on-ones with each direct report to review productivity levels, evaluate quality control reports, and ensure policy and procedure understanding and compliance.
• Conduct annual performance appraisals for each direct report.
• Ensure that support staff are on task and that customer needs are being met.
• Ensure proper coverage on the queues.
• Contribute to the establishment of achievable goals to effectively increase the technical, communication, and customer service skills of the game masters.
• Ensure high-quality support for all customer inquiries through email and/or the in-game support tools.
• Provide support and training for newer employees.
• Work closely with other lead game masters to ensure the smooth and efficient operation of the department.
• Maintain open communication with all personnel by being available during business hours.
• Work with the management team to resolve personnel issues in a professional and timely manner.
• Approve/deny and process employee time off requests.
• Complete bi-weekly payroll for all direct reports.
• Work with the in-game support manager to identify and develop departmental procedures and standards and ensure compliance.
• Complete special projects as assigned by management.

• Passion for games

No follow up calls or emails please.

Relocation services or compensation may be available for this position.

This is a full-time position in Austin, Texas.

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