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Player Support Agent
1 year ago
Our Vision
A world-class partner to the games industry, trusted to deliver the highest quality services with passion, expertise and agility
Our Purpose
To serve our partners by enhancing the experience of gamers across the world through our passionate and expert team
Our Values
Quality, Passion, Agility, Customer Intimacy, Teamwork
Key Accountabilities
- Working across many publisher brands and titles to support a coherent and consistent community engagement vision that excites clients and gamers within a Player Support capacity.
- Alongside the respective Team members, apply appropriate player support workflow, outcomes and best practices in synch with the overall goals of the individual projects.
- Work with Clients and other Community and Player Support Leaders on player intelligence initiatives and other relevant enhancements as and when required.
- Reflect the client’s expected workflows and interaction with individual users (or groups where applicable) and ensure best representation of their product and it’s core features are delivered.
- Work alongside junior team members and support them when required to ensure they’re applying the appropriate responses, prioritizing tasks appropriately and working efficiently. Also help support our Learning and Development Team in delivering a training programme for relevant staff and / or agents in similar capabilities.
- Also able to effectively report on increased frequencies and consistent / persistent issues with product/ brand by using relevant analytical and listening tools that monitor feedback, inform the service application and clients effectively as part of a team delivery where results and potential support solutions enhance engagement where necessary.
- Ensure that all tickets and relevant communications are delivered within given time scales and to the level set within the territories assigned or, when required, support other territories when required.
Requirements
Knowledge and Skills
- Required: You are a passionate gamer and have extensive knowledge and / or experience of Player Engagement, preferably for a Games Publisher or Games Services Provider (other related service provisions may also be considered appropriate).
- Experience in online ticket management systems is also a must have.
- You are able to anticipate and respond to individual client requests rapidly, as well as keeping up to date on general industry trends to inform your approach and meeting challenges head-on in an individual and collaborative level.
- Capable of applying empathic skills and able to illustrate a high degree of mediation skills on both an individual (consumer) and group (community) level.
- A demonstrable ability to multitask and prioritise work accordingly within a fast-paced (preferably service provision-based) environment,
- It is desirable to have a working knowledge of community channel deliveries (forum management) and to have previous experience in the strategic delivery of streaming content.
- Staying up to date with digital technology trends and community engagement approaches.
- A strong communicator: you have excellent communication and delivery skills.
- You understand the impact on a game players’ experience because you are a core gamer. You use that knowledge to improve the overall experience of all our communications and promotions.
- IT skills: Preferably knowledge on supportive Customer Service and Player support systems and channels (e.g. Zendesk), core tools knowledge (Intermediate Word, Excel, Outlook and PowerPoint).
- Willing to travel in the North-West for onsite support.
Measures of Performance
- Meeting client expectations; clarifying the remit and applying appropriate action to ensure individual project support and expectations are met and / or exceeded
- Ensuring efficient delivery points are met; e.g. community moderator lead times
- On time delivery of support to the quality levels required per project / task
Benefits
- Training
- Lunch and Learns
- Management Development
- Wellbeing Portal including Live Chat and Support
- Mini Health checks
- Access to Counselling and structured therapy
- Online CBT
- Perks and Discounts
- Qualified nurses on hand to offer support on a range of medical or health-related issues offering practical information and advice
- Social events and celebrations
Create Your Profile — Game companies can contact you with their relevant job openings.