Customer Relations Advocate Z2Live

Z2Live is looking for a Customer Relations Advocate to join our growing game studio, focused on developing leading-edge social and multiplayer gaming experiences for iPhone, iPod Touch, and iPad. We need a passionate individual who loves gaming and is an excellent communicator.

The primary responsibility of the Customer Relations Advocate is to resolve complex customer issues efficiently and effectively while ensuring the customer receives a world-class experience. You must utilize excellent decision-making, judgement, and communication skills while providing exceptional customer satisfaction. You will use a range of services to communicate to the customer, from our forums, to twitter, to our help desk system.

The ideal candidate must be passionate about gaming and technology! In addition to some Apple product knowledge, you must be customer focused, self-motivated, friendly and professional. Customer Relations Advocates are responsible for COMPLETE ownership of our customers? issues, from the initial email or inquiry through complete satisfactory resolution and follow-up.

In addition, a Customer Relations Advocate exercises prudent judgement to identify and escalate emerging product or customer dissatisfaction issues upward and outward. Our representatives are empowered to work with management to form complete solutions for ongoing and emerging issues.
Preferred Behaviors:

Customer focused, friendly and detail oriented individual
Exemplary professional demeanor, resourcefulness, flexibility, and self-motivation
Ability to maintain a positive attitude in a high stress / fast paced work environment
Ability to demonstrate sincere compassion and empathy for customer issues and problems
Drive for results, demonstrates high degree of drive and determination
Adaptive and flexible to changing technologies, processes, and environments
Ability to work and make decisions with minimal supervision
Team player, reliable and dependable

Scope of Responsibilities / Expectations:

Analyze and resolve a wide variety of complex customer issues
Exercise multi-tasking skills when managing multiple systems and applications
Proactively utilize strong problem solving skills in order to deliver customer focused solutions
Weekly meetings with Customer Relations Manager
Monthly meetings with Director of Marketing

Specific Knowledge / Skills:

Exceptional interpersonal skills required
Basic component isolation and troubleshooting skills
Minimum of 6 months experience working with Apple products
Demonstrate strong verbal and written communication skills
Strong organizational skills and the ability to multi-task
Flexible to work varied shifts on a 7-day schedule

Requirements:

Minimum of 1-2 years experience with customer support, online community development, or online marketing
Availability to work a flexible schedule
You love games. Plus, you have a passion for helping people
Meet and maintain monthly Customer Relation department metrics
BA/BS/BFA Required

Bonuses:

Knowledge of ZenDesk, Assislty, WordPress
Fluency in other languages
Basic understanding of a computer language
Customer support / relations experience within technology industry

Location:	Seattle, WA United States