Game Support Specialist

Cloud Imperium Games
Austin TX US
7 days ago
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The Game Support Team at Cloud Imperium Games is a public-facing team responsible for relaying the status of the Live service to players (including downtime schedules, known issues, and publish information), troubleshooting individual and service-wide problems, helping people understand and enjoy the game, developing ways of driving interest and engagement through one-to-many events and communications (such as playtests and Spectrum chats and posts), and turning reports and feedback into solutions and improvements for Star Citizen.

Individual Game Support Specialists will also provide various levels of technical and game problem resolution to the backers and players of Star Citizen by diagnosing and troubleshooting a wide variety of subjects including (but not limited to): Initial installation, patching, and loading the game; account access; assessing game client performance by reviewing players’ hardware and software setups; verifying and entering bugs into tracking software; helping players navigate and learn the website, the launcher, and the game; administering the game environment to keep it safe and secure; and communicating publicly with players on live service issues through email, forums, and various online sites popular with our community.

An additional primary task for this group is to help players maintain the integrity and security of their account by assisting with hacked accounts and tracking down surreptitious activity on the service using a variety of forensics tools and logs.

Example solutions include: installing/uninstalling/reinstalling software applications; verifying proper hardware and software set up; power cycling equipment; assisting with navigating around application menus; testing software bugs; reviewing potentially fraudulent monetary transactions; reviewing game logs to identify service problems. Support is provided in email and on forums and websites, where clearly communicated solutions are provided in a fun, light-hearted, user-friendly manner. Staff will perform related work as required

Additional tasks will included assisting with fraudulent transactions and chargebacks, as well as all investigating the in-game effects of those actions.


Duties and Tasks/Essential Functions:

Skill and Knowledge Qualifications:

Competencies:

Conditions:

Covid-19 Hiring Update: We’ve transitioned to a work-from-home model and we’re continuing to interview and hire during this time. This role is expected to begin as a remote position. We understand each person’s circumstances may be unique and will work with you to explore possible interim options

We are an equal opportunities employer. We thrive on inclusivity here at CIG. You can be sure we do not discriminate against race, nationality, gender, gender reassignment, age, religion, belief… We thrive to create a workplace where our people feel included, respected and valued and facilitate an environment which fosters innovation and creativity.

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