Console Player Support Expert

3 weeks ago

London, Greater London, United Kingdom Gunzilla Games Full time
ABOUT GUNZILLA GAMES

Established in 2020, Gunzilla Games is an independent AAA video game developer and publisher known for the innovative free-to-play mobile game TECHNOCORE, the gamer-centric blockchain GUNZ, and the anticipated next-gen battle royale Off The Grid. With headquarters in Frankfurt, Germany, and additional offices in Kyiv, Ukraine, and London, UK, the company is led by CEO Vlad Korolov and CSO Alexander Zoll. Gunzilla is driven by a passion for innovation and a commitment to redefining the gaming landscape.

The talented team at Gunzilla comprises industry veterans from renowned studios and publishers, including Ubisoft, Electronic Arts (EA), and THQ, alongside notable figures such as Oscar-nominated screenwriter Neill Blomkamp and Richard K. Morgan, author of the Altered Carbon series.

OUR VALUES

  • Players First & Foremost: Our focus is on creating engaging titles that resonate with players, ensuring their needs are prioritized throughout development.
  • We Believe in Our People: We foster a collaborative environment where self-motivated individuals can thrive and succeed together.
  • Commitment to Engagement & Quality: Our passion drives us to deliver next-generation experiences of the highest standard.
  • Make Bold Moves & Innovate: We embrace risk-taking and technological advancement, understanding that innovation often requires stepping outside of comfort zones.
  • Open & Honest: We prioritize transparency and trust, fostering open communication about our goals and values.
ABOUT THE ROLE

Gunzilla Games is seeking a Console Support Specialist to act as a vital link between our console gaming community and internal teams. In this position, you will assist console players with complex inquiries and challenges through a typed-chat client, email, and various online platforms. Your contributions will be essential in developing console workflows and enhancing help center documentation.

The ideal candidate will possess strong organizational skills, exceptional customer service abilities, extensive experience with console environments (both PS5 and XBOX), and outstanding written and verbal communication skills.

We are looking for an individual eager to refine their expertise and advocate for our console players.

KEY RESPONSIBILITIES
  • Provide assistance to console players regarding inquiries and issues related to our game OTG (Off The Grid) and other console products through chat, email, and social media.
  • Investigate and follow up on inquiries/issues, ensuring timely and effective resolutions.
  • Contribute to the development of console-friendly support policies and workflows.
  • Assist in creating and delivering training sessions for player support representatives based on established console policies/workflows.
  • Monitor and report on prevalent console issues and trends, offering insights to enhance the overall customer experience.
  • Support the creation and updating of console-related help center articles and FAQs.
  • Become a subject matter expert in our console offerings by actively participating in playtests and providing feedback.
  • Act as a liaison and advocate in meetings with product teams to ensure a comprehensive understanding of changes impacting the console player community.
  • Perform additional duties as assigned.
QUALIFICATIONS
  • 1-2 years of experience in Console Support, ideally within the gaming industry.
  • Excellent communication skills, capable of engaging effectively and professionally with players, team members, and stakeholders.
  • Strong problem-solving abilities, with a focus on identifying and addressing player concerns promptly.
  • Familiarity with social media and online communication channels.
  • Ability to work independently while managing multiple tasks concurrently.
  • Experience handling confidential customer account information.
  • In-depth knowledge of PS5 and XBOX environments.
  • Proficiency in Microsoft Office or similar tools.
  • Advanced typing skills.
  • A genuine passion for video games.
PREFERENCES
  • Familiarity with Playfab.
GUNZILLA OFFERS*
  • Unlimited Paid Vacation
  • Paid Sick Leave
  • Flexible Working Arrangements
  • Remote Work Options
  • Health Insurance
  • Bonuses
  • Language Courses (English / German)
  • Public Transportation Support
  • Relocation & Accommodation Assistance
  • Office Perks & Gym Membership

*Benefits may vary based on location and position.

INCLUSION STATEMENT

We believe that video games should be accessible to everyone, and we are committed to creating an inclusive environment where diverse experiences are valued. Your application will be considered with the same respect as any other, regardless of your background.

RECRUITMENT PROCESS

Here’s what you can expect during the application process at Gunzilla:

  • Submit your CV via the application link provided.
  • If selected, a member of our recruitment team will reach out to you.
  • Some positions may require a competency assessment, which our team will assist you with.
  • Interviews will be conducted via Zoom or at our recruiting studio.
  • Post-interview, we will communicate the outcome, regardless of the decision.
  • If the interview is successful but the role is not the right fit, we may retain your information for future opportunities (with your consent).

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