Summary

Player Support Agents (PSAs) are individual contributors who help video game companies build trusting relationships with their players and customers. They do this via a mixture of great communication, problem solving, root cause analysis, knowledge management, and reasoning. Our teams are trusted to do the right thing, so we are allowed to exercise more freedom than the typical customer service representative, and oftentimes provide leadership by setting a good example. This requires that all of us be critical thinkers, owning each interaction until there is a clear point of resolution. We are an essential part of creating great player experiences and driving improvements throughout the entire company.

Core Responsibilities

These are the tasks we expect will occupy 80-90 percent of your time on a regular basis:

• Communicating with players and customers via email, live chat, or asynchronous messaging (occasionally, there may be an --outbound call) 
• Processing customer service requests
• Contribution to the knowledge cycle: creating and reviewing knowledge articles, contributions to the main knowledge base, flagging of incorrect content, implementation of KCS methodologies into regular workflows, knowledge sharing with teammates 
• Working in team projects to solve systemic problems, both within the live operations organization and the game teams themselves 
• Data analysis, and good inferential statistics
• Ownership of your personal career growth plan with your manager, including design 
• Increasing your product knowledge (playing the game[s])
• Review teammates work and provide feedback

Additional Responsibilities

These are other tasks that you will be occasionally asked to do:

• Complete surveys and assist with research
• Help the company innovate on internal processes to make it a great work environment 
• Test new games and features (and keep them secret) 
• Help onboard new employees
• Help audit partners
• Communicate with clients directly to share information and give them feedback
• Come to the office for group project work or high security tasks (mostly voluntary, especially if you live far away from a local office location) 
• Present on a topic to teammates or clients, depending on the situation (voluntary)
• Creating training materials
• Assisting with research

Requirements

The core competencies required for this job are: 

• English (C1 Level Minimum)
• Excellent communication
• Conflict resolution, giving and receiving feedback
• Strong typing skills
• Critical thinking
• Root cause analysis
• Experience with basic software (i.e. Google Suite, Microsoft Office, Internet research)
• Ability to work from home (good internet connection, secure and quiet workspace, decent computer, dedicated work shift times)
• Integrity (consistency between words and actions, accountability) 

Nice to haves: 

• Basic statistics knowledge
• Basic data handling skills
• Previous strong experience using work productivity software
• A love for games, especially video games
• Project management
• Product management 
• Basic UX/UI experience
• Basic understanding of software development

In Conclusion (and a little about us)

This is an entry level position, but offers meaningful career opportunities, including our investment in your personal growth - no matter where your desired next role may be (yes, even if it is at another company). If you give us your best, we will give you ours, preparing you to realize your potential. We are realists and understand that this may not be your dream job. You may only want to be here for a few years. What we are looking for, however, is an opportunity to level you up in exchange for your valuable contributions to our company, and the video game industry. We aim to be a great place to work, a place where people want to stay. But even when people move on, we hope they remember us fondly, and recommend us to others.