Bilingual Customer Service Agent - Italian

Bethesda Softworks @ Hunt Valley, MD, US
Customer Support

The Bilingual Customer Service Agent - Italian  is responsible for maintaining positive relationships with our game players by helping them with their requests with speed, expertise, courtesy, and enthusiasm.  This includes a wide variety of gameplay needs, technical advice, account & billing requests, and product information.  Successful candidates will typically have a positive attitude, passion for gaming, analytical thinking, computer savvy, and experience in customer service contact centers.  We offer a fun, exciting, and challenging environment in one of the most energizing gaming organizations in the industry!
 

Responsibilities:

  • Interact with our customers in all of our Italian gaming environments to promote customer satisfaction
  • Handle customer requests for our entire catalog of products and services, including:
    • Help with product information, account & billing requests, technical help, gameplay help
    • A mix of email, chat, phone, and social networking
  • Maintain a working knowledge of our products and services
    • Standard console and PC products
    • Massively multiplayer online games
    • Other online services
    • All current gaming platforms (mostly Xbox, PlayStation, Windows PCs)
  • Contribute to record keeping & knowledge management for product knowledge bases
  • Create, edit, review, and publish content in Italian for the Customer Service department in response to requests from internal stakeholders/external users
  • Maintain accuracy, relevancy of all internal/external content

Requirements:

  • Native  Italian language speaker
  • Excellent verbal and written communication skills in both Italian AND English
  • Experience working in a contact center
  • Experience with phone or chat-based support
  • Strong customer service ethic, positive attitude, and enthusiasm
  • Able to work evening and weekend shifts as required by the business
  • Strong time-management and organization skills
  • Possess excellent teamwork skills, and are also able to work well independently
  • Familiarity with online environments and social networks
  • Possess a strong attention to detail
  • Passion for gaming
  • Good typing skills

Desired Skills:

  • Previous customer service, community management, or public relations experience 
  • Knowledge and passion for massively multiplayer online games
  • 1+ years translation/localization experience (Italian)
  • 1 + years writing/editing/technical communication experience
  • Excellent editorial skills with the ability to write clearly for a diverse audience
  • Enjoy competitive games, of any genre, and participate in their online communities
  • Have managed or contributed to wikis, or other collaborative knowledge solutions
  • Familiarity with productivity software, including Microsoft Office products
  • Technical troubleshooting ability with Microsoft Windows operating system
  • Familiarity with MacOS or Mobile operating systems
  • Bachelor’s degree or equivalent experience

What to Expect

Submit to a Position

You will receive an automated email confirming we have received your resume.

Due to the high volume of applications received, it's not possible for us to respond directly to each candidate.

Don't see your desired position listed? Apply under "General Application" instead!

Recruiter Call

If you are selected, you will be contacted by our team for an initial phone screen to chat about your previous experience.

You may go through one or two phone interviews, and possibly a follow-up Skype call.

If your qualifications do not match the criteria of a current position, your resume will be kept on file.

Site Visit

The next step will be an invitation to come out and meet the team at the studio for onsite interviews.

In the event that we choose not to move forward at any point in the recruiting process, we will let you know.