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Customer Experience Operations Analyst
2 years ago
At Rockstar Games, we create world-class entertainment experiences.
A career at Rockstar Games is about being part of a team working on some of the most creatively rewarding and ambitious projects to be found in any entertainment medium. You would be welcomed to a dedicated and inclusive environment where you can learn, and collaborate with some of the most talented people in the industry.
WHAT WE DO
- Rockstar Games Support is a team that focuses on enhancing the relationship between our games and our players with a goal of delivering a Rockstar Level support experience.
- We provide value to the Rockstar Games brand by improving the overall customer experience, lowering effort to receive support, and providing practical insight to our product development staff on player reported problems to assist in project prioritization.
- We manage global support operations across multiple languages, channels and locations.
RESPONSIBILITIES
- Maintaining and distributing knowledge of all upcoming R* products, services, tools, and updates to the greater Support organization.
- Advocate for player needs at every step of the development cycle.
- Collaborating with various teams to provide bespoke reports with the aim of providing insights into the player experience.
- Draft and execute test plans focused on the player’s experience for new gameplay features and content during various levels of development and deployment.
- Leverage online resources as well as internal reporting systems to generate insights on emerging issues.
- Ensure technical and user documentation is properly maintained and organized.
- Analyze changes and trends in player experience to identify potential issues.
QUALIFICATIONS
- Familiarity with best-in-class customer support workflows and industry trends.
- Confidence cultivating test plans and reports through inception, design, and implementation.
- Understanding of Quality Assurance methods and practices.
- Strong writing and presentation skills.
- Experience with collaboration tools (Confluence, Monday).
SKILLS
- 2+ years of quality assurance experience within the technology space.
- Experience with CRM and/or bug reporting tools.
- Experience using JIRA/Confluence.
PLUSES
- Experience in the video game industry or a SaaS environment.
- Avid gamer with a passion for Rockstar Games titles.
Please note that these are desirable skills and are not required to apply for the position.
ADDITIONAL INFORMATION
HOW TO APPLY
Please apply with a resume and cover letter demonstrating how you meet the skills above. If we would like to move forward with your application, a Rockstar recruiter will reach out to you to explain next steps and guide you through the process.
Rockstar is proud to be an equal opportunity employer, and we are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities.
If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, or race.
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