Tier 3 Service Operations Specialist

Job Title:

Tier 3 Service Operations Specialist - Activision

Requisition ID:

R025002

Job Description:

Your Platform

Founded in 1979, Activision has continuously redefined the world of entertainment as a leader in the

videogame industry. With a history of delivering iconic game changers -- like Pitfall®, Tony Hawk®, Guitar

Hero®, Crash Bandicoot™, Skylanders™ and Call of Duty® -- our obsession is delighting our players

around the globe. Focused and committed to innovation, we consistently deliver the most beloved,

engaging, and successful entertainment.

And while we have world-class franchises, infrastructure and resources, our success comes from a

passionate, talented, and diverse team of people producing greatness together. So, if you’re interested

in our biggest priority, it’s our people.

We’re currently driving the next era for our company and community by creating amazing experiences

for fans and continuing to make Activision an inclusive place where everyone can thrive.

Join us, make history. To learn more, check us out at www.activision.com,

www.activisiongamesblog.com or @Activision on Instagram, Twitter, Facebook, and LinkedIn.

Your Mission:

The Tier 3 Service Operation Specialist will act as a key resource for our front-line agents for information

provision and real-time support. Ensure open issues are escalated, communicated, and tracked

appropriately following the Known-Issues process

Roles and Responsibilities:

Priorities can often change in a fast-paced environment like ours, so this role includes, but is not limited

to, the following responsibilities:

• Real-time monitoring and follow-up of Tier 3 escalations and Executive Escalations
• Take ownership of BBB escalations and all other escalations (i.e., self-harm, legal threats), including those from HQ. Reach out and provide timely and accurate resolutions.

• Reach out to customers as needed
• Participate in meetings as per relevance and on request of Tier 3 Team Lead (i.e., Team meetings, the Daily Stand-Up Meeting and T2/T3 weekly meetings)

• Share feature requests and effective workarounds with team members in addition to analyzing and reporting product malfunctions.
• Gather customer feedback to share with our Product, Sales and Marketing teams
• Demonstrate expert-level knowledge on Tier I, II, and III tasks, processes, and policies.
• Review and analyze the performance of various Tier 3 procedures and processes and make recommendations for improvements

Player Profile:

Minimum Requirements:

• A minimum of 3 years’ experience handling customers within a role involving live/social help channels like email, voice, or chat in a customer service and/or technical field
• Excellent organizational skills and detail-oriented approach to problem solving
• Able to represent a professional, positive, and enthusiastic demeanor to employees and customers
• Demonstrated proficiency in time management, multi-tasking, and prioritization
• Knowledge of MS Office suite programs (Excel, Word, Outlook, etc.)
• Gaming and technology experience
• PC hardware/software knowledge and familiarity with troubleshooting
• Ability to work a designated schedule, days, nights, weekends, and some holidays as needed

Preferred Qualifications:

• Interest in PC and console video games
• Passion of Activision games
• Strong customer service skills, in addition to verbal and written communication skills. The ideal candidate should be able to understand complex problems and draft concise email responses
• Strong analytical skills. Must be able to understand problems that internal and external customers are facing, categorize, document, and decide on course of action
• CRM Experience

Our World 
 

Activision Blizzard, Inc., is one of the world's largest and most successful interactive entertainment companies and is at the intersection of media, technology and entertainment. We are home to some of the most beloved entertainment franchises including Call of Duty®, World of Warcraft®, Overwatch®, Diablo®, Candy Crush™ and Bubble Witch™. Our combined entertainment network delights hundreds of millions of monthly active users in 196 countries, making us the largest gaming network on the planet!

Our ability to build immersive and innovative worlds is only enhanced by diverse teams working in an inclusive environment.  We aspire to have a culture where everyone can thrive in order to connect and engage the world through epic entertainment. We provide a suite of benefits that promote physical, emotional and financial well-being for ‘Every World’ - we’ve got our employees covered!

The videogame industry and therefore our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business and relationships with industry partners.

We love hearing from anyone who is enthusiastic about changing the games industry. Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.  

We are committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are a disabled individual requiring an accommodation to apply for an open position, please email your request to accommodationrequests@activisionblizzard.com. General employment questions cannot be accepted or processed here. Thank you for your interest. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status, among other characteristics.

Rewards

We provide a suite of benefits that promote physical, emotional and financial well-being for ‘Every World’ - we’ve got our employees covered!  Subject to eligibility requirements, the Company offers comprehensive benefits including:

• Medical, dental, vision, health savings account or health reimbursement account, healthcare spending accounts, dependent care spending accounts, life and AD&D insurance, disability insurance;
• 401(k) with Company match, tuition reimbursement, charitable donation matching;
• Paid holidays and vacation, paid sick time, floating holidays, compassion and bereavement leaves, parental leave;
• Mental health & wellbeing programs, fitness programs, free and discounted games, and a variety of other voluntary benefit programs like supplemental life & disability, legal service, ID protection, rental insurance, and others;
• If the Company requires that you move geographic locations for the job, then you may also be eligible for relocation assistance.

Eligibility to participate in these benefits may vary for part time and temporary full-time employees and interns with the Company.  You can learn more by visiting https://www.benefitsforeveryworld.com/.

In the U.S., the standard base pay range for this role is $12.62 - $23.31 Hourly. These values reflect the expected base pay range of new hires across all U.S. locations. Ultimately, your specific range and offer will be based on several factors, including relevant experience, performance, and work location. Your Talent Professional can share this role’s range details for your local geography during the hiring process. In addition to a competitive base pay, employees in this role may be eligible for incentive compensation. Incentive compensation is not guaranteed. While we strive to provide competitive offers to successful candidates, new hire compensation is negotiable.