Tier-1 Support Engineer in Needham, MA at Eliassen Group

Date Posted: 7/3/2019

Job Snapshot

  • Employee Type:
  • Location:
    Needham, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

We have an exciting opportunity for a Tier-1 Support Engineer with our industry-leading client in Needham.

We will accept corp to corp or w2 contractors. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Responsibilities of the Tier-1 Support Engineer:

  • Provide concierge support to our client's customers in a contact center environment and through live or asynchronous chat channels.
  • Enforce player code of conduct to foster a fun and safe play experience for all customers.
  • Escalate newly discovered customer-impacting issues to product liaisons and CS management.
  • Take full ownership of player reported issues, handling from inception to full resolution.
  • Participate in the iterative improvement of the customer journey. Identify opportunities for improvement, provide new creative solutions to problems, and strive to always improve CX.
  • Participate in policy and procedure improvement discussions.
  • Provide customer service through social media and other public-facing support channels.
  • Gather details related to fan product feedback, bugs, and general concerns to product liaisons on a regular basis (to be surfaced with game team stakeholders).
  • Create knowledge content for internal knowledge management and for customer self-service.
  • Assist with the training and coaching of tier-1 external support agents.
  • Answer questions from external support agents regarding process and policy.
  • Handle escalated Tier-2 Help Requests.
  • Improve revenue and retention by providing best in class support to our most valuable customers.

Requirements of the Tier-1 Support Engineer:

  • Two years of experience in a contact center environment preferred.
  • Experience and ability to handle confidential personal information.
  • Experience with a variety of mobile games is a must!
  • Functional understanding of various mobile devices and operating systems.
  • Excellent customer-facing soft skills: ability to turn a negative customer experience into a positive one, resolve difficult issues, and remain cool in high-pressure situations.
  • Accurately type at least 60 words per minute.
  • Proficient with Microsoft Windows, Office Suite, and popular Internet applications.
  • Ability to maintain detailed knowledge for the support of several complex products.

Keywords: Tier-1, Tier-2, Support Engineer, customer service, client support, support channels

Job ID: 320979

About Eliassen Group:

Eliassen Group provides strategic talent solutions to drive our clients’ innovation and business results. Leveraging over 30 years of success, our expertise in IT staffing, Agile consulting, creative services, managed services, and life sciences enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA and with offices from coast to coast, Eliassen Group offers local community presence, deep networks, as well as national reach. For more information, visit http://www.eliassen.com.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!