Technical Application Support

RESPONSIBILITIES:Kforce has a client is seeking to hire a Technical Application Support in Redmond, Washington (WA).Summary:This candidate will be the liaison between engineering, the customer, and internal teams to surface the actual issue (from customer description), identify information that is pertinent to the issue, and document it for our developers. This role requires the candidate to be working remotely in the PNW area by the start date - may need to be onsite periodically. This role will handle support tickets via webform messaging (email), so written communication skills are critical.Many tickets require deeper investigation, such as replicating an issue, testing workarounds, and researching solutions. Others involve digging into the user's configuration and other details to drive the ticket into our bug database for triage. You will also have opportunities to engage with the developers as you serve as a liaison between them and customers on complex bugs.Responsibilities include: Assist and help guide other agents with complex in-game issues. Technical Support Agent performance is based on KPIs (Key Performance Indicators) including number of tickets handled with high-quality interactions, writing/grammar on ticket interactions, and following processes Collaborate directly with customers, agents, engineers, developers, and internal teams to troubleshoot issues, document details, and follow processes to drive resolutionREQUIREMENTS: Associate's degree or equivalent work experience; Bachelor's degree preferred 2+ years of experience as a support agent or a combination of 1+ years of experience as a support agent 1+ years of experience in video game quality assurance (QA) Proven capabilities in Visual Studio or Azure Dev Ops Boards or a similar database for entering and tracking bugs Comfortable working in and meeting in Microsoft Teams, managing and attending meetings as a lead and participant Proficient with Microsoft Office (Outlook, Excel, Word) Experience with confidential product releases Excellent written and verbal communication skills Ability to communicate with players in a clear, concise, and polite manner when the entire conversation is via webform Strong grammar, punctuation, and linguistic skills Ability to quantify and sort priorities of issues/bugs and recognize how they translate to the product Independent problem solving, task tracking, and follow-through skills Self-motivated with the ability to remain driven even in work-from-home or busy office environments Understanding of software/game development and troubleshooting Experience identifying critical game UX components, builds, game menus, and settings Zendesk experience preferred Experience in webform-based support preferred Program/project management experience preferred Previous QA experience preferredKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.