This job listing expired on Oct 4, 2020
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Who We Are

NCSOFT is a premiere digital entertainment company and global publisher with worldwide locations and more than 4,000 employees focused on bringing extraordinary games to life for millions of fans around the world. Established in 1997 and headquartered in Seoul, South Korea, we quickly became a key leader in online games. Best known for critically acclaimed franchises including Lineage, Aion, Guild Wars, and Blade & Soul, NCSOFT is also one of the world's top mobile developers with Lineage 2M occupying the #1 grossing revenue slot on Google Play. Our core goal is making people in this world happier by delivering games that entertain a globally connected audience has remained the same. Our culture is innovative, creative, collaborative and impactful, and we are passionate about creating the best gaming experiences for our players.

WHY JOIN OUR CUSTOMER SUPPORT TEAM?

  • You are a passionate gamer. You will join us in supporting multiple AAA titles. We are all gamers and we love helping our fellow players!
  • You enjoy creating positive user experiences. This is at the core of what we do. You think about how we best prevent players from having to contact us and how to make their interactions with our team seamless. You learn from negative feedback and get satisfaction from positive outcomes.
  • You love a challenge. You will encounter daily opportunities to overcome new challenges and problems. You thrive in a fast-pasted, high-volume work environment.
  • You love to share your knowledge and experience. We know our games and our player base inside and out and we leverage that knowledge to drive improvement. You are good at finding ways to best impart your knowledge to internal teams and our customers.

Who You Are

The Game Support Lead works with the Game Support Manager to implement policies and procedures for in-game support across all ArenaNet products in all supported languages.

They are responsible for managing the workload, schedule, and quality of work of the ArenaNet game support teams. They implement, review and monitor game support processes and procedures, according to guidelines provided by the Game Support Manager, and in collaboration with the game subject matter experts and customer care analysts.

The Game Support Lead is responsible for ensuring that all internal and external game support teams are informed of changes in game support policy and/or procedures, and that they are trained to handle the support assigned to them.

As the game support subject matter expert, you will be the first point of contact for various internal and external teams.

What You'll Do

  • Manage the work of game support teams at multiple vendors.
  • Monitor and review the quality of work of the game support teams, in collaboration with the customer care team.
  • Ensure in-game support processes and procedures are efficient, kept up-to-date and improve the customer experience.
  • Work with the customer care analysts to ensure that the ticket volume is sufficiently and effectively deflected, and that the knowledge base is kept up-to-date and relevant.
  • Ensure that all vendors are kept up-to-date and have the right tool access to be able to provide the service assigned to them, as far as in-game support is concerned.
  • Ensure that in-game support is provided equally and consistently across all languages.
  • Respond to customers via email, phone, or chat whenever the need arises, and handle customer escalations from support agents.
  • Act as a game support liaison to the ArenaNet development team for tool requests, live issues, and customer support feedback about content releases.
  • Attend on-site meetings and provide customer support updates, feedback, and/or requests.
  • Distribute outcomes and feedback from on-site and in-person meetings to customer support management.
  • Provide management with metrics, analyses, and other relevant reports about the service provided by the game support team, using Zendesk Analytics.
  • Use customer support metrics to provide recommendations to customer support management on how to improve the service.
  • Make sure game bugs are reported to the QA team and followed-up in a timely manner.
  • Complete tasks and projects that are assigned by management that may not fall into the scope of the daily routine.
  • Assist with coverage of all NCSOFT titles.

What You'll Need To Be Successful

  • Highly motivated team player with the ability to work independently.
  • Must be able to multi-task and work in a fast-pasted, high-volume work environment.
  • Must be detail-oriented and well organized.
  • Excellent written and verbal communication skills.
  • Excellent customer service skills.
  • Strong problem solving & analytical skills.
  • Ability to analyze situations and provide strategic direction.
  • Ability to deal with high stress situations and manage irate customers.
  • Scheduling flexibility including nights, weekends, and holiday hours.
  • Ability to work overtime when needed.
  • Ability to work with diverse groups, including those who speak English as a second language.
  • Ability to travel domestically both within the United States and internationally outside of the United States

Education/Training/Experience:

  • High school diploma or GED required, Bachelor's degree a plus.
  • Experience in MMORPG Support or related applicable experience.
  • Prior experience in a leadership or supervisory position.
  • Previous experience with providing in-game support highly desirable.
  • Experience with a customer support ticketing system. Zendesk experience a plus.
  • Experience with managing remote and vendor teams highly desirable.

Pluses!

  • 1-3 years' experience in the games industry, preferably in the CS / QC / QA arena.
  • Knowledge of quality control processes an advantage.
  • Previous CSAT experience an advantage.
  • An avid member of the online gaming community an advantage.
  • Experience with ArenaNet or NCSOFT games.
  • Proficiency in a second language.