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Mediatonic
,
London, Greater London
Customer Support Rep
Overview
Job Description
Introduction: Mediatonic is one of the UK's largest independent game developers with over 240 people across 6 locations worldwide. With incredibly diverse games, from top-grossing mobile titles, to hardcore PC simulators, from major IPs to completely original titles. Above all, we take pride in crafting games that challenge and inspire us and we invest in technology that will keep us at the forefront of the industry. We hire experts to take on the biggest creative and technical challenges we can get our hands on and we invest in our people for the long term. In the coming years, we have plans to grow across all our studios/locations, in order to achieve this we are looking to hire a Customer Support Rep to join our London studio in the UK. Responsibilities Description: We're looking for a Customer Support Rep who can proactively respond to our incoming player support queries with charm and positivity. Whether they're having technical difficulties with running the game on their system, encountering bugs, having issues with their account, or reporting behaviour of other players, you'll ensure they get the answers they're looking for! Initially, you'll be working on our upcoming massively multiplayer party game, Fall Guys : Ultimate Knockout , due to release this summer! Working closely with our Senior Community Manager and QA department, you'll be responsible for supporting our players. Details: * Answering player tickets in a timely and accurate manner * Positive and enthusiastic attitude, even in stressful situations * Support the QA department by logging any bugs, and keeping track of their frequency * Helping our Senior Community Manager maintain a database of issues with their appropriate responses * Assisting our Senior Community Manager with player issues that are raised through our public and private Discord servers, and through Twitter * Collecting Player Log files were applicable to assist the developers in understanding player issues * Escalation of appropriate issues to project leads and producers Requirements * Familiar with CRM tools such as Zendesk * Familiar with Discord * Excellent written and verbal communication * Ideally have experience moderating on either Reddit, Discord, or Twitch * Previous customer service or retail experience is a plus * Familiarity with Google Sheets * Bonus points if you have previous experience with bug tracking software such as JIRA Benefits Description: Are you interested in creating moments that matter, for millions of players, in games that run for years? Does the idea of working together with a friendly team of Tonics towards the common goal of making great games appeal to you? Did we mention our out of control but totally cool sticker obsession? Details: We have a range of benefits at Mediatonic, including private medical care, a healthy pension scheme as well as gym discounts and childcare vouchers. How to apply & really impress us As a people first studio, our biggest priority is to hire the right person. A cover letter that tells us a bit about you and what you're passionate about really helps to get our attention and distinguish your application from the crowd. Successful applications will usually have a phone chat before being invited to an interview at Mediatonic. If you are applying for a creative role, remember a portfolio is essential. For all applications we suggest you read the job description carefully and let us know why you believe you're the right person to take on this job. We receive heaploads of applications, and while we do our best to respond, we can't always guarantee this