Gaming Support Tier 1 Agent

About the role

Ibex is looking for Gaming Support Tier 1 Agents to provide technical and customer support to members using handheld and home gaming consoles. Agents assist customers by phone, live chat and email, resolving technical issues such as device connectivity, home networks, software and VOD services, accessories and components, and starting repair processes when needed. Overtime, weekend and holiday work may be required.

Key responsibilities

• Answer general product and service questions on all contact channels, process transactions and encourage continued use and purchase of products.
• Update consumer account information and record consumer feedback.
• Clarify concerns, research the cause of the issue and explain the best resolution.
• Answer incoming calls and make outbound calls and/or chats to give technical assistance on connectivity problems.
• Troubleshoot escalated hardware and software problems together with the hardware team.
• Document and research technical problems to build solutions and resources for the department.
• Multitask during calls, document issues clearly and concisely, and moderate the client's Tech Support Forums.

Required profile

• High school diploma or at least 3 CXC passes, or equivalent.
• Minimum 6 months of customer service experience.
• Prior call center experience in customer service and/or technical accounts preferred.
• Familiarity with gaming brands, characters, consoles, platforms and games preferred.
• Flexible schedule, strong attendance, and ability to adapt to change.

Required skills

• Strong verbal and written communication.
• Strong organisational skills and ability to multitask.
• Ability to follow directions without close supervision.
• Sincere, empathetic communicator who takes pride in helping others.