Technical Support Specialist

Position Status: Full-Time, Temporary position

Manager: Quality Assurance Lead

Deptartment: Product Development

Salary: DOE

Summary

This position serves as the main point of contact for Her Interactive technical customer support.  This includes game technical support, general inquiries and detailed reporting of issues.  In addition, this position will serve as back-up customer support for the administrative department and as a quality assurance tester on new game titles under development.  

Essential Duties and Responsibilities

• Deliver a highly responsive and satisfying support experience to each customer contacting the company for help with an issue.
• Maintain a reporting system to capture metrics (# of calls, e-mails, time spent, type of issue, etc.)
• Develops and maintains a reporting system to capture metrics (# of calls, e-mails, time spent, type of issue, etc.)
• Communicates effectively any issues that should be escalated to the appropriate internal department contact and follows through with those consumer issues.
• Walk customers through technical support issues relying heavily on website documentation..
• Assist with quality assurance testing and focus group testing on an as-needed basis.
• Other duties as assigned

Required Knowledge, Skills, Abilities

• Ability to work in a fast-paced environment with shifting priorities.
• Advanced internet and message board user.
• Attention to detail.
• Excellent oral and written communication skills.
• Experience with driver installations and installing/uninstalling software.
• Experience with game software.
• Good time management skills.
• Proficiency in MS Office applications.
• Proficiency with Windows Operating Systems.
• Quick learner.
• Superb customer service skills.
• Patience and humor is a must in this position.

Education and Experience

·       Experience working in a help desk environment preferred.

·       Extensive telephone experience.

·       Strong conflict resolution skills.

·       Proven ability to work with end users of all skill levels primarily over the phone and email will make you an ideal candidate for this position.