#168871

Technical Support Agent

Location:
Redmond, WA
Job Terms:
Temporary
Salary:
$27 - 28/hr
Start date:
06/21/2021
Posted By:
Stephen Charles-Kendall
Date:
06/08/2021

Job Description:

Technical Support Agent – {Contract 18-months, SEATTLE WA AREA, Remote – Local Preferred}

As a Technical Support Agent at 343 Industries, you will collaborate directly with customers, agents, engineers, developers, and internal teams to troubleshoot issues, document details, and follow process to drive to resolution.

As part of a specialized internal Technical Halo Support Core team, you are the liaison between engineering, the customer, and internal teams to surface the actual issue (from customer description), identify information that is pertinent to the issue, and document it for our developers.

Responsibilities:
This role will handle support tickets via webform messaging, so written communication skills are critical.
A successful TS agent can quickly identify known issues, provide resources, answer questions, and be ready to dig into technical issues.
Many tickets require deeper investigation, such as replicating an issue, testing workarounds, and researching solutions.
​Others involve digging into the user’s configuration and other details to drive the ticket into our bug database for triage.
You will also have opportunities to engage with 343 developers as you serve as a liaison between them and customers on complex bugs.
Performance Technical Support Agent performance success is based on KPIs (Key Performance Indicators) including number of tickets handled with high-quality interactions, writing/grammar on ticket interactions, and following processes.

Minimum Qualifications and Skills
(Required for Consideration)
2 or more years' experience as a support agent.
Proven capabilities in Visual Studio or a similar database for entering and tracking bugs.
Comfortable working in and meeting in Teams, managing and attending meetings as a lead and participant.
Proficient with Microsoft Office (Outlook, Excel, Word).
Experience with confidential product releases.
Bachelor’s or Associate degree, technical training certification, or equivalent work experience.
Familiarity with Halo: The Master Chief Collection.
A passion for Halo, Xbox, and gaming.
Excellent written and verbal communication skills.
Ability to communicate with players with player in a clear, concise, and polite manner when the entire conversation is via webform.
Strong grammar, punctuation, and linguistic skills.
Ability to quantify and sort priorities of issues/bugs and recognize how they translate to the product.
Independent problem solving, task tracking, and follow-through skills.
Self-motivated with the ability to remain driven even in work-from-home or busy office environments.
Understanding of software/game development and troubleshooting.
Experience identifying critical game UX components, builds, and game menus and settings.​

Workspace Requirements – If working from home
Private workspace where no other household occupants or visitors may hear meetings or conversations – no shared workspace.
Screen/workstation that is not visible to others in the household nor visible to others outside the home.
Network Requirements

​Internet speed of at least 500 Mbps or 1 Gbps, wired connection preferred, to ensure work is not impacted by connectivity/latency issues.
Internet data is at a high or unlimited cap to not affect regular downloads of updated builds.
Make sure to run and repeat speed tests throughout the day, as it can fluctuate during peak hours.
 

Pluses
Zendesk experience
Webform-based support
Program/project management experience

Client Description:

Our client is a large technology company based in Redmond, Washington with a mission to empower every person and every organization on the planet to achieve more. They develop computer software, consumer electronics, personal computers, and related services. This company enables digital transformation for the era of an intelligent cloud and an intelligent edge.

Working here, you will be part of a company that values:

  • Innovation
  • Diversity and inclusion
  • Corporate social responsibility
  • AI
  • Trustworthy computing

Why work with AQUENT? Check out our awesome benefits: https://aquent.com/find-work/talent-benefits

Aquent is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.