Costumer Support Specialist

by Digital Extremes

Date Posted: Feb 22, 2024
Digital Extremes

Job Description

ABOUT THIS POSITION

The Customer Support Specialist will take the initiative to do everything possible to ensure that every player is beyond satisfied. The incumbent will possess strong organizational and multi-tasking skills combined with a good technical understanding with the ability to learn new tech tools quickly.

RESPONSIBILITIES

  • Provide prompt, courteous and effective customer support to English speaking end-users of the game
  • Interact directly with our gamers via tech support tools platform tools (and official game forum if applicable)
  • Act as the official game representative within the online community (i.e. answer questions/address concerns or issues regarding the game within relevant threads when necessary)
  • Regularly update the internal relevant teams (Community or Marketing and Stats) on trends, information and insights occurring within the game community
  • Stay abreast of game changes and updates to anticipate potential issues within the community or game support
  • Additional duties may include the following depending on area of focus:
    • Provide translation help when needed for the game, marketing/PR and business development
    • Regularly interact with external merchant partners
    • Manually review player to player transactions and terms of service violation issues
    • Identify suspicious activity and alert the fraud team of suspected fraudulent activity within the in-game economy
    • Regularly update the internal teams on trends, information and insights occurring within the community; evaluate and resolving of player’s network issues
    • Track stubborn issues and work with QA to assess severity before escalating them to the development team
    • Staying up to date on the latest technological trends, ensuring you have the knowledge to anticipate and answer new technical questions before they become player headaches
    • Review and moderate user-generated technical content on the official game forum
    • Regularly update the internal Community Team on trends, information and insights occurring within the game community
    • Keep the CSR Team up to speed on solutions to the latest technical glitches, ensuring they’re able to quickly and efficiently solve player problems

REQUIREMENTS

  • 1+ years of related experience
  • Relevant tech/IT related certifications or similar experience
  • Fluent English speaker, reader, and writer
  • Avid gamer, knowledge of Internet and gamer culture/lingo plus the gaming industry
  • Good knowledge of the principles of great customer service
  • Ability to effectively communicate information to customers with the intent of turning disgruntled/dissatisfied players into loyal evangelizing players
  • Good technical understanding and a quick study of new tech tools
  • Strong organizational and multitasking skills
  • Depending on area of focus, the following may also apply:
    • Knowledge of Warframe and support tools (Wam Admin, external partner billing tools)
    • Previous billing experience an asset
    • Education in a technical field (Computer Science or IT)
    • Experience with common investigation and negotiation methods
    • Understanding of home networking & security software; Networking, LAN & WAN troubleshooting for Routers, Firewalls and Anti-Virus programs
    • Adept at troubleshooting, diagnosing and repairing technical problems on PC, console and networks

PREFERRED EXTRAS

  • Previous billing experience an asset
  • Experience in a technical help desk or technical support environment
  • Secondary language

ABOUT DIGITAL EXTREMES

Founded in 1993 by James Schmalz, Digital Extremes ranks as one of the world's top independent video game development studios. Originating with the co-creation of Epic Games' multi-million unit selling Unreal® franchise including Unreal and Unreal Tournament, Digital Extremes went on to develop Dark Sector®, BioShock® for the PlayStation®3, the BioShock 2 multiplayer campaign, and The Darkness® II. The studio has reached its greatest critical and commercial success with the free-to-play action game, Warframe®, boasting a global community of 75 million registered players on PC, PS4™, PS5™, Xbox One™, Xbox Series X/S™, Nintendo Switch™, and iOS™. The studio's most recently announced project is the much anticipated Soulframe®, an open-world action-fantasy MMORPG title that is currently under development.

Digital Extremes is headquartered in London, Ontario, Canada, and is proud to be selected as one of Canada's Top 100 Employers, achieving this recognition for the last ten years in a row.

For more information and exciting news related to Digital Extremes, please visit www.digitalextremes.com.

WHY WORK AT DIGITAL EXTREMES

Our culture is centered on providing great opportunities to our employees so that everyone feels they are making a meaningful impact. Developing new and existing talent is our long-term focus. We are honored that our work environment has been consistently recognized as one of “Canada’s Top 100 Employers”. We summon you to join our elite team!

The rewards of a career with Digital Extremes include:

  • Competitive salary with bonus opportunities
  • Excellent benefits and paid time off
  • Matching RRSP plan
  • Employee Assistance Program (EAP)
  • Virtual access to Dialogue, our mental wellness and healthcare services app
  • Professional development and career support
  • Work-life balance fitness subsidies
  • Be part of “Giving Back” through a multitude of fundraising venues at DE
  • Virtual events such as team building exercises, Games night, Live band performances, Adult and separate children’s holiday and summer parties for global teams!

JOIN US

Digital Extremes is an equal opportunity employer committed to diversity and inclusion. We welcome and encourage applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment process. We thank you for your interest, however, only those candidates selected for the next steps in the hiring process will be contacted.

Please apply for this opportunity directly through our website: https://grnh.se/2b556fd37us

Digital Extremes
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