Do you love video games? Want to play at work? This is a unique opportunity to play alongside our fans and offer exceptional customer service by assisting with player feedback and support requests.
Beamdog, the company behind the Baldur's Gate, Icewind Dale, Planescape: Torment, and Neverwinter Nights Enhanced Editions, is looking for a Customer Success Agent to help us communicate with customers playing Beamdog titles!
Reporting to the PR and Marketing Lead, the Customer Success Agent 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.
This position is open to remote working options in any province within Canada. Selected candidates must be available to work flexible hours including weekends and evenings as needed.
Duties and Responsibilities:
- Become intrinsically familiar with Beamdog Titles by playing games daily, including:
- Axis & 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
- Communicate and liaise with development teams to identify known and emerging issues
- Use game knowledge, technical expertise, and troubleshooting skills in addressing support issues
- Assist in maintaining support knowledge bases for internal and external use
- Triage and escalate support requests to the QA Support Analyst
- Support Marketing, PR, and Community Relations teams as needed
Required Experience:
- Experience in a customer facing role. Experience in a customer support or success role preferred
- Familiarity with Jira Service Desk or similar support ticket systems
- Candidates must be organized, detail oriented, and self-motivated
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.
