Customer Support Specialist

Media Molecule
Guildford, England, United Kingdom
8 days ago

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About Media Molecule

We are a top UK games studio based in Guildford, and a proud member of PlayStation Worldwide Studios. We are the creators of the multi-award winning games LittleBigPlanet, LittleBigPlanet 2, Tearaway, Tearaway Unfolded and we are currently defining the next generation of Play, Create and Share with Dreams.

As a result of studio growth and the evolution of Dreams, we are now looking to recruit a talented Customer Support specialist. In this newly created role, you will be responsible for monitoring all feedback and bugs that come in from the community, responding within a good time frame, relaying bugs to our QA team and supporting our live team with updates on “hot” issues and feedback.

There is a huge amount of scope for the successful candidate to make an impact in this role, setting up effective systems and processes, helping us bed in our new Zendesk ticketing system and making a significant contribution to the studio team and the wider Dreams community. This role will have high level of visibility and autonomy, so we are looking for someone who has the drive, enthusiasm and customer-centric approach needed to shape and grow this role to full potential!

Necessary skills:

The ideal candidate for the role will have previous experience in a Customer Support role. Gaming industry experience is highly desirable (but not essential).

Experience with Zendesk and/or JIRA

Communication skills – you must be a confident and capable communicator, able to partner with QA, Community and Live teams to get across community needs and flag “on fire” issues and bugs

Organizational skills – This role will have primary responsibility for all support tickets, so you must demonstrate exceptional organizational and prioritization skills. You will need to be able to manage the database, multiple tasks and interact with our JIRA bug database effectively.

Customer facing skills – As a fundamental part of our “player facing” team, the Customer Support specialist will convey a professional, friendly and MM appropriate tone across the board.

Interested in building gaming communities – this is not a Community Manager role; however, the Customer Support specialist will be a key part of the work of building our Dreams community. Ideally, you will have knowledge of Dreams specifically, or if not, you will have a solid understanding of gaming communities from playing games in your free time!

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