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Part Time Customer Support Representative

Tripwire Interactive is hiring for a Customer Support Representative as a part-time on site position located at our headquarters in Roswell, GA. For the right person, this position can be remote. As a Customer Support Representative for Tripwire, you will be working with the Community team as well as making sure issues are raised internally to the proper teams.

Directly responding to player tickets, as well as social, forum and review posts, helping players find the answers they need and/or documenting issues to pass along across our range or franchises including: Killing Floor, Red Orchestra/Rising Storm, Maneater, as well as our publishing partners games such as Chivalry 2.

Position and hours: Part-time contract onsite.

This will start as a part-time contract position with room to grow into a full-time permanent post.

Responsibilities:

• Reporting to the Community Team Manager, the Customer Support Representative will be responsible for direct customer support activity, which includes:
• Responding to player support tickets in our ticketing system
• Updating and Maintaining the Support Knowledge Base with known issues, workarounds and fixes
• Monitoring and responding to player issues in social spaces, forums and reviews
• Quickly identify new issues, document them and raise them with the Community Team, Quality Assurance Team, and Producers
• Generate reports about the top issues our players are experiencing as well as the rate in which issues are being reported vs resolved by our players
• All other duties as assigned

Requirements:

• Driven problem solver, with a specialty in debugging software/hardware conflicts
• Ability to engage players and team members to further your understanding of a situation and respond to all parties in a timely and professional manner
• Excellent English writing and language skills. Multilingual is a plus.
• Knowledge and use of the following software:
• G Suite, MS Office (required)
• Twitter, Facebook, Reddit (required)

Preference to candidates with:

• Knowledge and use of the following software:
• Salesforce, Sprinklr, Support Pal or other support equivalent
• Jira
• Steam, Epic Game Store, Oculus, PlayStation Network, XBox Live
• Previous experience with a Contact Center and/or Retail/Customer Service