Description
Foundry 42 is seeking a Billing Support Assistant to join their public-facing team. Working in a fast paced, dynamic working environment, the billing support team are responsible for assisting with order, billing, and refund-related issues for players of Star Citizen.
This role is Part-time initially and has the potential to develop into a Full-time position.
Work largely involves assisting with account-, order- and pledge-related issues by diagnosing and troubleshooting a wide variety of consumer issues and requests, and much of the work will include processing refund requests.
Duties and Tasks/Essential Functions:
* Process customer inquiries related to troubleshooting and processing orders and refunds as well as specific pledge-related requests;
* Data entry tasks
* Handle disputes of customer chargebacks
* Interact with players to provide and process information in response to inquiries, concerns, and requests about products and services;
* Assists the Customer Service team when required;
* Follow standard processes and procedures while being allowed to creatively solve problems;
* Redirect problems to appropriate resource;
* Offer alternative solutions where appropriate with the objective of keeping players happy and playing the game;
* Coordinate with our teams across the globe;
Perform other duties considered appropriate in line with the role
Skill and Knowledge Qualifications:
* Previous experience in an accounts / billing position;
* Proper online communication etiquette;
* Ability to speak and write clearly and accurately in English with a demonstrated proficiency in typing and grammar;
* Working knowledge of Windows-based software computer applications and equipment;
* Knowledge of online game communities and player relations and support principles and practices;
* Knowledge/experience of administering various payment systems, for example PayPal;
* Interest and passion for video games and knowledge of Star Citizen;
* Effective listening skills;
* Willingness to co-operate with others and work to the greater good;
* Multi-tasking capabilities;
* Willingness to be flexible on schedule during peak play periods and during game updates;
* Previous experience working for a global company would be advantageous.
Competencies:
* Exemplary attendance and punctuality
* Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
* Focuses and guides self and team members in accomplishing work objectives.
* Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
* Makes players and their needs a primary focus of one’s actions and works to develop and sustain productive player relationships.
* Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
* Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
* Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
* Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling these situations in a manner that is acceptable to others and to the organization.
* Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective player solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
* Has a high degree of patience navigating a variety of troubleshooting situations.
* Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
* Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
Conditions:
* Initially a Part-time role with the potential for a move to Full-time hours
* Must be willing to work through online video and chat with colleagues across the globe
* Must be eligible to work in the UK and travel to work in-house at the location specified below.
* Reports to: Customer Service Manager
Location:
Wilmslow, Cheshire – UK
Application
Please click the link below to apply.