Jobs: Administrative & Technical Support Specialist

Administrative & Technical Support Specialist (Bellevue, WA)

Reports to: Marketing

Job description:

Summary

• Exceptional multitasking organizer with technical skill set to manage day to day office functions in a diverse and ever-changing atmosphere while maintaining a high level of satisfaction for consumers, employees and visitors. Outstanding interpersonal and communication skills, both oral and written.
• Ability to work independently with minimal supervision as well as in a team setting.

General Administrative:

• Provide friendly customer service to both employees and consultants
• Treat all visitors in our office with enthusiasm and respect
• Answer and route phone calls and respond to voice messages left on the main line
• Professionally manage correspondence (incoming and outgoing)
• Knowledge lead for Digital River backend (CX) – product setup, reports, offers, etc.
• Run, prepare, and send daily sales reports
• Create monthly summary of support emails and calls for internal distribution
• Process and distribute daily mail
• Prepare board meeting packets, scheduling, and accommodation as needed
• Update administrative support webpage as needed
• Process all office shipments & provide tracking information as needed
• Keep office equipped with supplies, while staying within budget
• Act as the office expert in fax and copy machine usage and maintenance
• Keep the office organized and accessible
• Maintain employee contact information
• Purchasing agent for all departments
• Other duties as assigned

Technical Support

• Deliver a highly responsive and satisfying support experience to each customer contacting the company for help with an issue
• Communicate effectively any issues that should be escalated to the appropriate internal department contact and follow through with those consumer issues
• Walk customers through technical support issues
• Damaged/defective disc returns – package and shipment of replacement discs
• Update technical support webpage as needed
• Run updates on Frontdesk, Tech Support, and other unassigned office computers weekly

Sales and Marketing

• Provide outstanding customer service to our customers
• Respond to all feedback, Customer Service, Technical Support, and Webmaster e-mails
• Accurately and professionally place all (mail & phone) product orders for our customers
• Provide back-up support for reseller orders as required
• Research customer complaints due to product delivery issues
• Prepare mailings and distribute as needed
• Prepare for media mailing and conventions by ordering supplies and creating documents
• Maintain Game Comps list – Ship Comps
• Monitor and transfer inventory of PC games for demo/samples as necessary
• Assist with online contests – Planning, implementing, collecting forms/data
• Proof print materials

Social Media / Marketing Assistance

• Administer Message Boards, respond where needed
• Review and trend fans’ wants in all areas of HI’s community
• Other assistance as needed

Executive Specifics

• Arrange travel accommodations when needed
• Ship packages as needed

Required Knowledge and Skills

• Excellent time management and multi-tasking abilities
• Intermediate knowledge of MS Word, Outlook, Excel, Access, and PowerPoint
• Exceptional interpersonal and communication skills, both oral and written
• Must maintain and possess utmost confidentiality
• Experience with driver installations and installing/uninstalling software
• Experience with game software in a professional environment
• Advanced internet and message board user
• Able to adapt methods in response to new information, changing conditions, or unexpected obstacles
• Customer focused, punctual and dependable
• Ability to work independently with minimal supervision as well as in a team setting

Education and Experience

• Completed high school education, Associates degree preferred
• 2-3 years as Office Administrator or similar position
• At least one year of help desk experience preferred
• At least one year of game testing experience preferred
• Extensive telephone-based customer service experience
• Strong conflict resolution skills
• Proven ability to work with end users of all skill levels primarily over the phone and in email
• Ideal candidate would have experience working in game company or in a start-up atmosphere

Send cover letter, resume, and salary requirements with “Administrative & Technical Support Specialist” in the subject line to hrjobs@herinteractive.com