An Accounts Management team member will be responsible for the following scope of work within the Epic Games Accounts Management & Provisioning team.
Provide Customer First service and support for all account related issues.
Use of IT Service Management tools to track and record customer incidents and requests.
Apply excellent written, digital, and oral communication skills.
Work on an tech forward customer support team assisting users both local and remote.
Liaising with IT engineers to maintain identity management and security throughout the user account lifecycle.
Balance the demands of daily and routine assignments with long-term projects.
Monitor and prioritize work from multiple intake vectors, including but not limited too, Chat, Tickets, DMs.
Create and document routine IT processes and procedures in accordance with our knowledge management process.
Following defined procedures to execute all IT on-boarding & off-boarding functions for Epic Games employees. (Manually or through Automation)
Affiliates / subsidiaries.
(FTE) - Full time employees.
(Non-FTE) - SOW Contractor and Contingent workers.
Troubleshoot account management issues in accordance with Identity & Accounts Management (IAM) policies.
Act as a point of contact / escalation group to the IT Support team for all issues related to IAM.
Troubleshooting customer issues within account / access systems such as Okta, SailPoint and MFA tools.
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- 2-3 years of experience in account management administration / troubleshooting issues in accordance with Identity & Access Management
- Experience troubleshooting customer issues within account / access systems Okta, Sailpoint, Slack and MFA tools
- Excellent communication and interpersonal skills
- Must be comfortable going onsite 4 days a week
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.