This job listing expired on Jun 7, 2020
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1 year to 18 months contract opportunity in Redmond, WA

Are you a Project Manager with experience in Gaming Customer Support? Would you like to help build a world-class gaming customer experience from the ground up? Have you ever been a Zendesk administrator? Do you enjoy writing content and taking complex concepts and simplifying them at the player and customer support level? Are you an avid gamer? Then this job is for you!

One of the most well-known video games in the world is looking for an experienced Project Manager to help support our customer service organization. We are in the midst of redeveloping customer support for our game from the ground up – and we want your help to make sure that we’re creating processes and player-facing documentation in a fun, uncomplicated way to make life easier for players and agents alike.

In this role, you will manage short-term projects to help our client's players to help themselves. You’ll also help to track and record gameplay issues as they’re discovered so that the support team can partner with internal teams to drive resolution. We are looking for someone who enjoys finding exactly the right words to convey an idea, who loves to teach others through written words, and who wants to inspire and empower millions of players.

If you join us, you’ll be working alongside some really smart, friendly folks, and you’ll know that you’re helping players from all over the world to learn through play.

Welcome to Long Term Consulting!

We are a collection of Subject Matter Experts, committed to excellence, who have joined together to “Do Happy” in our careers and lives. We enjoy interesting and cutting-edge projects, profit sharing, and competitive pay. Most importantly, we believe in work-life balance and giving back to the community.

We are seeking a Project Manager with a background in Gaming, and Customer/Player Support to join our growing team! In this role you will work directly with our client to redevelop customer support for its game from the ground up and ensure the client is creating processes and player-facing documentation in a fun, uncomplicated way to make life easier for players and customer support agents alike. Plus, you will manage short-term projects that would enable our players to help themselves (self-help), and track and record gameplay issues as they’re discovered so that the support team can partner with internal teams to drive resolution. The ideal candidate enjoys finding exactly the right words to convey an idea, who loves to teach others through written words, and who wants to inspire and empower millions of players. Work will be done onsite at the client’s Redmond, WA, campus but may start out as telecommuting due to COVID-19.

This role is a 1 year to 18-month contract.

RESPONSIBILITIES:

  • Take complex concepts and simplifying them at the player and customer support level?
  • Develop and maintain project plans.
  • Prepare weekly status reports for the program.
  • Document business requirements and technical specifications.
  • Analyze and manipulate data using spreadsheets, Zendesk, and other tools.
  • Provide world-class support to assist and retain customers.
  • Build strong relationships through regular and positive communication.
  • Research, plan, design, write, and continuously update game-related content.
  • Review and edit content provided by partners, customers, and the community.
  • Use data to inform content strategy and improvements.

SKILLS & COMPETENCIES:

  • Desire to build a world-class customer experience from the ground up.
  • Ability to take technical subjects and breaking them down for easy ingestion for your customer support team and customers (game players).
  • Must have a deep understanding of Zendesk logic.
  • Some UI experience, so you know what a world-class support site looks like.
  • Passion for gaming and a sincere interest in the latest technology trends.
  • Strong verbal and written communication skills.
  • Effective presentation skills.
  • Strong attention to detail.

EDUCATION & PROFESSIONAL EXPERIENCE:

  • BA/BS degree or equivalent experience is required
  • 2+ years of experience within Customer Support for a gaming studio is required
  • 1+ year of experience as a Zendesk admin is required
  • 3+ years of Project Management is required
  • 2+ year of experience writing and publishing game-related content is required
  • 2+ years of experience with Agile is required
  • 3+ years of experience with writing project requirements and client user-stories is required
  • 2+ years of experience working with and managing remote resources is required