Customer Support Agent

Communications · Frisco, Texas
Department Communications
Employment Type Full Time
Minimum Experience Entry-level

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The Gearbox Entertainment Company is an award-winning creator and distributor of entertainment for people around the world. Gearbox Entertainment develops and publishes products through its subsidiaries, Gearbox Software and Gearbox Publishing. Gearbox Entertainment has become widely known for successful game franchises including Brothers in Arms and Borderlands, as well as acquired properties Duke Nukem and Homeworld. Gearbox’s ambition is to entertain the world and its key driving objectives include the pursuit of happiness for our talent, partners and customers, the prioritization of entertainment and creativity and a measured respect for profitability. For more information, visit www.Gearbox.com. 


The Gearbox Entertainment Company is looking for a Customer Support Agent to join our team and help support our products and growing community of fans. Are you someone who prioritizes effective communication, loves to get to the bottom of issues, and lives to be an advocate for customers? We want to speak with you!


Responsibilities:


  • Handle customer support requests for our products and services 
  • Maintain working knowledge of said products and services, including console, PC, and mobile games
  • Escalate emergent issues to Gearbox management when necessary
  • Enhance current processes and documentation of customer support practices here at Gearbox
  • Perform customer verifications
  • Direct requests and unresolved issues to the designated resource
  • Assist customers with billing issues
  • Record details of customer inquiries, comments and follow up on customer interactions
  • Communicate and coordinate with internal and external departments


Qualifications:


  • Bachelor's Degree or equivalent experience
  • Knowledge of customer service principles and practices
  • Familiarity with computer hardware and operating systems
  • Familiarity with Microsoft Office
  • Gearbox product knowledge preferred
  • Zendesk experience is preferred
  • Multi-lingual strongly preferred


Bonus Points For:


  • Analysis and problem solving
  • Attention to detail and accuracy
  • Available to potentially work on weekends when a title launches


 
Gearbox Entertainment believes that all team members should be able to enjoy a work environment free from all forms of discrimination and harassment. We are committed to reflecting the diversity of the world we strive to entertain. As an Equal Opportunity Employer, we provide fair and equal treatment to all team members and applicants. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, genetic information, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, state or local law. 

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  • Location
    Frisco, Texas
  • Department
    Communications
  • Employment Type
    Full Time
  • Minimum Experience
    Entry-level