Beamdog, the company behind the Baldur's Gate, Icewind Dale, Planescape: Torment, and Neverwinter Nights Enhanced Editions is looking for a Quality Assurance Support Analyst to join our growing team!
Reporting to the Marketing Manager, the Support Analyst is responsible for responding to and interacting with Beamdog customers and community members seeking support or providing feedback for all live games in the Beamdog library.
Duties and Responsibilities:
- Become intrinsically familiar with Beamdog Titles, including:
- Axis and Allies: 1942 Online,
- Baldur's Gate,
- Icewind Dale,
- Planescape: Torment, and
- Neverwinter Nights Enhanced Editions.
- Act as the first point of contact for customer bug reporting and feature requests
- Respond to and /or resolve incoming support tickets in a timely manner
- Use game knowledge, technical expertise, and troubleshooting skills in addressing support issues
- Develop and maintain support knowledge bases for internal and external use
- Triage and escalate Tier 2&3 support requests to the appropriate teams/departments
- Coordinate and support the Quality Assurance team regarding bug and patch status
- Coordinate with Marketing, PR, and Community Relations to provide social media and forum support
- Communicate feature requests and high priority fixes to production team
- Create and produce reports on the status of the support system and tickets
- Support the QA team in discovering, identifying, and categorizing game issues
Education and Core Skill Requirements:
- 1+ years of experiencing testing games in a professional capacity.
- Experience in a customer facing role. Experience in a support role preferred.
- Proven experience working in a multitasking environment.
- Candidates must be organized, detail oriented, and self-motivated.
- Familiarity with Jira Service Desk or similar support ticket systems
About Us
Beamdog is a fantastic place to work with a friendly and creative atmosphere. Located in Edmonton, Alberta, we're a hardworking team of passionate game developers who love the games we work on. Since 2009, we’ve brought enhanced versions of classic Dungeons & Dragons games and exciting original content to fans new and old. We’re best known for bringing beloved isometric roleplaying games like Baldur’s Gate™ and Planescape: Torment™ back to life on desktop and tablets as Enhanced Editions. We love rich stories where players can chose their own journey and the communities that spring up around them. If you’re excited about storytelling games, Dungeons & Dragons, and classic RPGs, stick around! You haven’t seen anything yet!
We offer the following perks:
- Vision, dental, and health benefits, plus extended healthcare coverage
- RRSP matching program
- Generous time off for vacation, sick days, and personal days
- Transit passes & heated underground parking
- Fully-paid gym memberships
- Lunch and Learns
- Flexible working hours
- Casual dress code
Diversity is fundamentally about valuing human differences and recognizing that a diverse group of people bring with them a diverse set of skills which is necessary to propel our company forward. Beamdog is an equal opportunity employer. We welcome applications from all qualified persons. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.