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Player Support Specialist (Contract)

A Little About Us

Making fans - That’s what we’re all about! Since our humble beginnings in 2011, these two words have driven Big Viking Games to become the successful company it is today. We are focused on making our mark as a next-generation, live operations games company.

We believe that each Viking is unique and brings exponential value to the company. In return, we provide Vikings with the opportunity to solve problems through continuous learning and fostering feedback, ultimately mastering their craft. By investing in our Vikings and in new technologies, we can continue our success for years to come.

We are at the beginning of a new adventure and rely on our team of skilled, enthusiastic, and collaborative Vikings to turn our ship towards a new horizon. With that in mind, we are on the hunt for exceptional talent to join us on this new journey and help hoist the sails!

The Nitty-Gritty

Big Viking Games is seeking a Player Support Specialist to join our Customer Experience Team, for a 6 month contract to provide support to our growing fan base! You will be on the front lines helping players with everything from billing issues to reporting bugs. You will be a voice for the players, as well as the company and work closely with the rest of the production team to ensure they are aware of what is important to our players and fans. This is a remote position in Nova Scotia. Please note: the Player Support Specialist role is performed in rotational shifts, operating 7 days a week.

What You'll Be Doing:

• Providing top-notch support to the players in order to help resolve any support tickets
• Analyze support ticket data to assess customers needs and achieve a high level of customer satisfaction
• Contribute to Big Viking Games products with ideas for appropriate content and themes
• Maintain key performance indicators such as net promoter score, Customer Satisfaction, etc.
• Managing game communities and answering customer support emails
• Working alongside the QA team to help squash player-reported bugs
• Supporting marketing campaigns through different forums
• Ensuring content on community sites is correct & frequent
• Acting as a liaison between the players and product owners

Who We're Looking For:

The Must Haves

• 1-2 years experience in customer service
• Excellent written and oral communication skills, along with the ability to deliver information in an empathetic and concise manner
• Strong desire to provide premium service to customers
• Ability to work in a fast-paced environment, with mastery in multi-tasking
• General technical proficiency & internet savvy, including G-suite
• Passion for online games.

The Nice to Haves

• Strong knowledge of Free to Play, Facebook, or mobile games.
• Experience in online customer support, tech support and/or troubleshooting preferred
• Salesforce experience on a User Level (Administration Level a plus!)
• Experience in an online gaming environment
• Experience moderating forum discussion boards strongly preferred

Become a Viking:

Does the idea of working for a gaming company doing what you love everyday sound exciting? Great, we’d love to hear from you! Send us your resume and cover letter.

Big Viking Games is committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs. Accommodation may be provided in all parts of the hiring process.