EA / Bioware Galway Jobs

Bioware Galway
Job Title: Customer Service Representatives

Role: Customer Support

Description: BioWare Customer Service Representatives (CSRs) will be experienced service specialists supporting BioWare customers via chat, email and/or phones. Through problem identification, troubleshooting, education and resolution, the CSRs will be required to provide innovative and exceptional customer experience. As a key member of BioWare, CSRs are expected to maintain BioWare’s culture of excellence and commitment to quality in every aspect of their work.

Company Overview:

BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world’s best-selling titles including the award-winning Baldur’s Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic.
Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS.
BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.

Duties and Responsibilities:

• Provide first contact resolution of customer issues via chat, e-mail and/or phones

• A Tier 3 level of support that handles escalations from Tier 1 and Tier 2 agents

• Troubleshoot and handle the most complicated and sensitive of customer inquiries

• Deliver timely and accurate responses to customer questions and requests as determined by internal SLAs

• Take personal ownership of customer requests and provide a BioWare world-class level of support

• Maintain accountability for accurate and timely assistance to our customers

• Provide exceptional customer experience as measured through customer surveys and internal SLAs

• Maintain security and confidentiality of BioWare’s internal information and customer/account information

• Escalate and communicate any customer well-being issues

Skills and Qualifications:

Essential

• Minimum two years experience working in a Customer Service environment

• Excellent Customer Service skills with proven quality track record

• Verbal and written fluency in English essential with multilingual fluency in French or German an advantage

• Moderate computer and advanced typing skills

Desirable, but not essential

• Previous large volume Contact Centre experience

Person Specification:

• Team player with a positive attitude

• Ability to handle stressful situations

• Willingness to be flexible

• Ability to maintain confidentiality

• Results orientated

• High work standards

• Organised and able to prioritise tasks to meet the changing demands of the business

• Excellent interpersonal skills with ability to form good working relationships with staff at all levels

• Confident and professional in appearance conduct and approach

Compensation:

BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability, out of country relocation.

Please Note:

Applicants must be eligible to work in Ireland without company sponsorship

This position will have a high requirement for late night, shift based hours

Full details and Apply Here