IBEX

Biotech company: antibodies and gene therapy

Gaming Support Tier 1 Agents

Customer SupportConfirmed live in the last 24 hours

Full-timePortmore, JamaicaNo salary listedIn-person

About the Job

Requirements

A high school diploma, at least three CXC passes, or an equivalent qualification is required.
At least 6 months of customer service experience is required.
Strong verbal and written communication skills are required.
Strong organizational skills are required.
The ability to multitask is required.
The ability to follow directions without close supervision is required.
A sincere and empathetic communication style is required.
The ability to adapt to an ever-changing environment is required.
Strong attendance habits are required.
Flexibility with scheduling is required.

Responsibilities

Answer general product and service questions from consumers through all contact channels.
Answer questions, process transactions, provide options and the company perspective, and encourage continued use and purchase of products.
Update consumer account information.
Record consumer feedback.
Stay current with procedural updates and integrate them into daily activities.
Clarify consumers' concerns, research the cause of issues, select and explain appropriate resolutions, and balance consumer and client needs.
Answer incoming calls and make outbound calls or chat sessions to provide technical assistance to users experiencing connectivity problems.
Troubleshoot escalated hardware and software technical problems in conjunction with the hardware.
Collect, document, and research technical problems to develop solutions and resources for the department.
Research technical issues while communicating with consumers and clearly documenting issues; moderate the client's technical support forums.
Work overtime, weekends, or holidays when required.

Desired Qualifications

Prior call center experience in customer service or technical accounts is preferred.
Familiarity with gaming brands, characters, consoles, platforms, or games is preferred.

Overview

Do you have a passion for Gaming and Customer Service?

If your answer is Yes! We have the job opportunity for YOU!

We are seeking Gaming Support Tier 1 Agents to provide exceptional technical and customer support to members using handheld and home gaming consoles. You will assist customers through phone, live chat, and email, delivering friendly, empathetic, and human interactions while resolving technical issues.

This includes troubleshooting device connectivity, home networks, software and VOD services, accessories and components, as well as initiating repair processes when needed. You will use established knowledge resources to resolve product inquiries efficiently while ensuring every interaction reflects a kind, respectful, honest, and customer-focused approach.

If you are passionate about technology, problem-solving, and creating positive customer experiences, this is an opportunity to help customers get back to enjoying their gaming experience.

Responsibilities

Duties and Responsibilities:

Answer general product and service questions from consumers via all contact channels.
Answer questions, process transactions, provide options and company perspective, and encourage continued use and purchase of products.
Update consumer account information.
Record consumer feedback.
Stay current with procedural updates and integrate them into daily activities.
Clarify the consumer's concerns, research the cause of the issue, select and explain the best resolution while balancing the needs of the consumer and the client.
Answer incoming calls and make outbound calls and/or chat sessions to provide technical assistance to users experiencing problems with their connectivity.
Troubleshoot escalated hardware and/or software technical problems in conjunction with the hardware.
Collects, documents, and researches technical problems to develop solutions and resources for the department.
Multitask during calls to research technical issues while communicating with the consumer and clearly and concisely documenting the issue. Moderate the client’s Tech Support Forums.
Overtime, weekend, and holiday work may be required.

Qualifications

Qualifications:

High School Diploma or Minimum 3 CXC passes or equivalent qualification.
6 months minimum experience in customer service.

Prior call center experience in customer service and/or technical accounts. (Preferred)
Familiar with gaming brands, characters, consoles, platforms, and/or games. (Preferred)

Required Skills:

Strong verbal and written communication skills.
Strong organizational skills.
Ability to multitask.
Ability to follow directions without close supervision.
A sincere and empathetic communicator.
Takes pride in helping others.
Makes life easy by being proactive.
Ability to adapt to an ever-changing environment.
Strong attendance habits.
Flexibility with scheduling.

About the Company

IBEX

Biotech company: antibodies and gene therapy

Ibex Biosciences focuses on discovering, validating, and producing biotechnology solutions for health and ecological challenges. Its product portfolio includes therapeutic antibodies, gene therapy, and stem cell programs, as well as diagnostic antibodies for Immunohistochemistry (IHC) to improve biopsy accuracy. The company advances its products by conducting exploratory R&D on projects that may not yet be validated in public research, then develops and commercializes these technologies through licensing, partnerships, and direct sales to healthcare and research institutions. A key differentiator is Ibex’s diversified, internally driven pipeline and its mix of therapeutics and diagnostics, alongside active engagement in grant funding and patenting. The company’s goal is to bring proprietary biotech innovations to market to enhance patient outcomes and health-related research, addressing significant cancer-related and other health challenges.

Company size: 1-10
Company stage: Early VC
Total funding: $4.2M
Headquarters: North Bethesda, MD
Founded: 2015

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