Billing and Payment Customer Service Representative

Smilegate West Inc. is the North and South American publisher of its parent company Smilegate, headquartered in South Korea. The Company specializes in Free-to-Play online games such as CrossFire. Founded in 2006 with a goal of becoming a leading publisher and digital media distributor of online video games, the Company is built on the principle that online, community-based video games offer unique and compelling gaming experiences with untapped mass market potential and wide social appeal.

The Toronto office employs a staff of widely-talented and culturally diverse employees, led by an experienced and imaginative management team. In publishing CrossFire, one of the most played online FPS games worldwide, with over 6 million concurrent users and 500 million registered players, currently available in 80 countries including China, Vietnam, North & South America, and Europe, Smilegate West Inc. continues to deliver the highest quality free-to-play game experience through its proprietary gaming portals, Z8Games.

For more information about the company and its current product offerings, please visit www.smilegatewest.com and www.z8games.com.

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Position Summary

The Billing and Payment CSR is responsible for managing all functions for the billing and administration system (PayLetter) in order to provide optimal support to end users for all issues or concerns related to billing. In addition, this role ensures that the best terms are negotiated with new and existing payment vendors.

Please note:

• This job post is for a current vacancy.
• This position is a contract role, with the possibility of extension.
• This is a hybrid position, with 2 days in office and 3 days work from home until further notice.
• If you do not answer all screening questions asked when applying, your application may not be considered.

Position Responsibilities

Billing

Utilizing the billing administration system (PayLetter), analyzing the extracted data to provide customer service support to end users based on issues surrounding in-game currencies and errors on deposit page

Troubleshooting to identify issues, review accuracy of usage and make the required corrections to ensure proper billing to end user

Main point of contact with PayLetter to manage system access to enable or disable billing system functions, as well as reviewing opportunities to improve the system

Payment Gateway Management and Administration

Partnership with potential and existing payment vendors to review rates and marketing support/sponsorship opportunities

Negotiating terms with vendors to lower commissions and manage integration process

Partnering with vendors to identify and review regions to consistently increase revenue opportunities

Reviewing of all contracts to ensure fair terms are in place and legal requirements are met

Managing the full integration process involving PayLetter and Payment Gateway vendors which includes gathering all required documentation and connecting Payment Gateway technical contacts to PayLetter to ensure the integration is managed smoothly

Responsibility to increase revenue by reviewing current contracts and identifying better priced opportunities

Maintaining strong relationships with vendors to ensure accounts are well managed

Following up with vendors to ensure funds are received based on marketing support agreements

Providing reports identifying various pay rates and marketing support for Payment Gateway vendors, as required

Secondary Responsibilities

Ticket Management

Answering online tickets during peak periods from the support center based on assigned section – Crossfire/Billing/Accounting

Conducting research on game issues, reviewing the evidence the players submit, looking into event rewards queries

Analyzing bug reports submitted by players; confirm if there is an issue and report to QA

Troubleshooting technical issues with player until successful resolution is in place

Reviewing evidence on violation reports; based on findings, take the necessary action with the account

Suspending player accounts; inform player of issue and suspension time line

Conducting account verification for customers that have a lost account or scammed accounts

Relationships

Live Operations Team

IT Team

Third Party Vendors (PayLetter and Payment Gateway vendors)

Culture

Fast paced environment with some pressure

Friendly environment whereby colleagues are helpful and collaborative

Multiple priorities at any given time requiring a high-level of organization and time management

Position Outcomes/Objectives and Standards of Performance

1. Contracts are properly negotiated with the best price and revenue is generated for Smilegate West.

A review of all vendor contracts identifies that a savings exists on commission rates. Sponsorship opportunities are revenue generating and contribute to Smilegate West’s bottom line.

2. Ensuring the satisfaction of all stakeholders and providing exceptional levels of customer service to ensure a high value for the clients.

Feedback from stakeholders (PayLetter and Payment Gateway vendors) is positive and troubleshooting for all issues is performed in a timely manner. Customers are well supported and their issues are resolved quickly and efficiently with a successful outcome. Ticketing report provides metrics that support that based on number of issues, all responses are answered and resolved.

3. Incumbent demonstrates behaviours aligned with the organization’s values, vision and mission statement.

Feedback from stakeholders and team members confirms that incumbent consistently demonstrates actions aligned with company’s values.

Qualifications and Skills

2+ years in a similar role is required

Strong technical skills, specifically with Excel

Excellent written and verbal communication skills

Ability to negotiate with a successful outcome for the company

Strong time management and organizational skills to support a wide vendor base

Team oriented with solid interpersonal skills

Pay: $18.00 per hour

Benefits

• Casual dress
• Company events
• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• Vision care
• Work from home

Application question(s):

• Are you actively engaging in the gaming community? If so, what are you currently playing?

Education

• Bachelor's Degree (preferred)

Work Location: Hybrid remote in Toronto, ON