Senior Agent – Player Support

The Role

Since several work modes are offered to all our employees (100% from home, Flex, 100% in-office), job opportunities posted here are available whether you live in Quebec or Ontario, unless indicated otherwise.

The Senior Agent – Player Support is driven by empathy and a desire to help others. The person we are looking for is proactive self-starter with a high standard for quality, and a love for building exceptional customer service.

Does that sound like you? In this role you will work closely with the Player Support Lead, Support Agents and Vendors to create great player experiences through exceptional player support, to our audience of over 12 million Dead by Daylight players worldwide.

In this role you will :

• Act as an internal advocate for the player experience to partner teams and collaborate with other departments to improve the game experience for players
• Consistently meet and exceed player satisfaction (PSAT) and productivity metrics
• Actively works to improve our support processes, workflows, and tools in partnership with diverse teams across the organization
• Additional duties and special projects as assigned
• Participates in and/or drives Quality Assurance feedback sessions with Tier 1 agents
• Manage and create internal documentation for game and support-related processes
• Serve as a point of escalation to address sensitive player inquiries while researching, responding to, and resolving escalated player support issues
• Drives regular updates and upkeep of our player support FAQs and Help Center

What we're looking for :

• Understands how to create macros and when to utilize tagging and bulk replies
• Deep knowledge of at least one support platform, with bonus points for Zendesk
• Bonus: Has worked with outsourcing partners in previous role
• You play and enjoy video games on the PC and/or console(s) (Let us know what games you are currently playing in your application!)
• Technical troubleshooting skills as they relate to PC gaming and hardware
• An understanding of Customer Service KPIs as they relate to improving the player support experience
• 2 - 4 years of experience providing exceptional customer service
• Solid grasp of working with data to find and report on actionable insights

Joining Behaviour means being part of a company that believes in equity and diversity. We base all employment decisions on merit, qualifications, and competence. We will never discriminate on the grounds of national or ethnic origin, health, religion, age, sex, sexual orientation, gender identity or expression or disability. The masculine is used without any discrimination and for the sole purpose of lightening the text.