Player Support Representative
Supersonic Software Lda . develops and publishes free-to-play mobile puzzle games. Our most successful titles are Puzzle Page and Picture Cross and around half a million people play our games each day.
Delivering more value-driven customer service and better game experience to our players has become a priority for Supersonic Software Lda . We’re looking for someone with great communication skills and who is keen to learn about our games to act as the front-line support for our players.
You’ll be a confident communicator who understands the importance of player support services and the impact satisfied and unsatisfied players have on our business.
Responsibilities
As the first point of contact for inquiries from our customers, your primary responsibilities will include:
- Categorise and prioritise incoming support tickets
- Wherever possible, work to resolve any issues on first contact and within specified timeframes
- Detect trends in the tickets received and analyse the reasons behind these
- Work closely with QA and developers, escalating any issues you cannot resolve
- Identify frequently asked questions and create and maintain FAQ articles to offer players as much self-help as possible
- Collate and share feedback with developers and the rest of the team
- Provide a weekly summary of the issues reported across all of our games
- Play our games to test new features and content and report findings to QA
- Suggest ideas for improving player experience and our processes
- Engage with players via social media platforms and promote in game events
- Monitor and respond to app store reviews
Skills and Experience
We’re looking for a hard-working, team-oriented candidate who is passionate about providing support to our users. The ideal candidate will :
- Previous experience in a customer support role
- Excellent spoken and written English language skills
- Highly motivated with a passion to help players
- Keen to make a difference to our games
- Able to work independently whilst effectively managing own workload
- A flexible team player who welcomes collaboration
- Comfortable with IT systems (Google Workspace, MS Office, etc) with an aptitude to learn new systems (our bespoke tools)
Desirable but not essential:
- Experience in the gaming industry
- Knowledge of mobile gaming trends and of the mobile market in general
- Fluent in multiple languages
About Supersonic Software Ltd.
Supersonic Software Ltd. was founded in 1988 and for many years worked as a console game developer. The company pivoted to specialise in free-to-play mobile games around 10 years ago. Supersonic was a founding member and investor in the publisher Appynation and later acquired the remaining shares in the company, whereupon Appynation became a wholly owned subsidiary. The group specialises in developing and publishing puzzle games and running these as ‘forever’ franchises. The portfolio includes ‘Puzzle Page’, ‘Picture Cross’, ‘World’s Biggest Crossword’ and ‘One Clue Crossword’.
About Miniclip
Miniclip is a global leader in digital games with a mission of ‘unleashing the gamer in everyone’. The Company develops, publishes and distributes highly engaging games to an audience of over 250 million monthly active users across mobile, social and online platforms.
Founded in 2001, the Company has successfully grown a huge global audience in over 195 countries and across six continents. Miniclip has a unique understanding of the digital games space and has developed a strong portfolio of over 60 high-quality mobile games, extensive worldwide distribution, and an internationally recognised brand name. To date, Miniclip franchises including 8 Ball Pool™, Golf Battle™, Football Strike™ and Agar.io™ have generated more than 2 billion downloads. Miniclip has more than 50 million daily active players reaching people across the world in the pursuit of ‘unleashing the gamer in everyone’.
In February 2015, Miniclip was excited to receive a large majority investment from Tencent, one of the world’s largest technology companies and the world’s largest games publisher. This new chapter in Miniclip’s history strengthens the Company’s position, with Tencent recognising its achievements to date and future potential.
In the past two years, as part of their ambitious growth plans, Miniclip have been delighted to welcome the teams from Playsport (famous for Motorsport Manager), Yakuto (creators of Darts of Fury), Masomo (home of Head Ball 2), Ilyon (designers of Bubble Shooter), Eight Pixels Square (Sniper Strike) now operating as Miniclip Derby, Gamebasics (creators of OSM Online Soccer Manager), Green Horse Games (home of Football Rivals), and most recently Supersonic Software Ltd., trading as Appynation Ltd (the team behind the highly successful Puzzle Page and Picture Cross) to the Miniclip Group.