Player Support Specialist

Resolution Games is a visual computing studio with a proven track record creating immersive gaming experiences for all. We believe that VR and AR aren’t just an add-on for gaming; they are the next logical steps for games.

We are now looking for our very first Player Support Specialist. Are you a communicative person with a passion for games and a background in customer support? Then this might be the perfect opportunity for you.

About the role

As a player support specialist at Resolution Games you will provide players with support for all of our games with the help of our ticketing system, Zendesk. You will also help the development teams by monitoring bug reports. By listening to the players you will act as a bridge between developers and the players and help improve the player experience. You will also help with improving our current process to make sure it is as efficient as possible.

You will belong to our marketing department and our Customer success team, which at this time consists of two community managers. You will also interact a lot with our QA team in your daily work.

What you'll do:

- Respond to our support tickets, track support tickets and report to the community team

- Maintain the FAQ and support bot

- Report bugs and issues to the QA team

- Communicate with CM’s if there are urgent issues affecting players

- Automate & optimize processes

- Check player reports from within our games

- Respond to game reviews on our stores.



Requirements:

- Professional experience working in a customer support role

- Professional experience working with ticketing systems

- Technical troubleshooting experience

- A good understanding of Google Drive services (Documents, Sheets, Presentation)

- Fluency in english





Nice to have:

- Games industry experience

- Experience working in cross-discipline teams





We believe you are a person who will thrive in a flexible, can-do environment and that you are a great team player with awesome communication skills. You are a curious person that is not afraid to ask questions and you are open to both giving and receiving feedback. We also believe that you have a strong desire to always improve and optimize processes to improve the overall efficiency and quality in your role.

Who we are

Resolution Games is a visual computing studio with a proven track record creating immersive gaming experiences for all. We believe that VR and AR aren’t just an add-on for gaming; they are the next logical steps for games. As players and game developers alike, we’ve always dreamed of this day - the day when we can be IN the games we love. That day is finally here, and we are putting all of our energy into making the most of it for all, whether it’s creating a positive experience for someone testing out VR for the first time to delivering a rich, in-depth multiplayer game that keeps enthusiasts hungry for more.

We are looking for someone who wants a unique opportunity and enjoys collaborating. Someone who wants to be a part of a team raising the bar and creating a new set of standards. Our colleagues have can-do attitudes who appreciate a small studio culture. Therefore, even though we have grown, we continue to work in small teams and experiment while tackling complex challenges. We value having every voice heard and seek out diversity, equity, and inclusion in everything we do. Last but not least, we want those of you who are not just skilled but also a great addition to the team. That is because we believe in team over the individual, a great mix of freedom with responsibility, and that people should always come before the process. P.S. Employee stock options are available.