Console Player Support Coordinator

4 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 its innovative titles such as the free-to-play mobile game TECHNOCORE and the upcoming next-gen battle royale Off The Grid. With headquarters in Frankfurt, Germany, and additional offices in Kyiv, Ukraine, and London, UK, Gunzilla is led by CEO Vlad Korolov and CSO Alexander Zoll. The company is committed to pushing the boundaries of the gaming industry.

Our talented team is comprised of industry veterans from leading studios and publishers, including Ubisoft and Electronic Arts, alongside notable figures like Neill Blomkamp, Chief Visionary Officer, and Richard K. Morgan, Script Writer.

OUR VALUES

  • Players First & Foremost: We prioritize creating engaging experiences that resonate with players.
  • We Believe in Our People: We foster a supportive environment that empowers our team members.
  • Commitment to Engagement & Quality: We are dedicated to delivering high-caliber gaming experiences.
  • Make Bold Moves & Innovate: We embrace innovation and redefine industry standards.
  • Open & Honest: We value transparency and honest communication within our team.
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 role, you will assist console players with complex inquiries and issues through various communication channels. Your contributions will be essential in developing console workflows and enhancing help center resources.

The ideal candidate will possess strong organizational skills, exceptional customer service abilities, and extensive experience with console environments, particularly PS5 and XBOX. Excellent written and verbal communication skills are also essential.

KEY RESPONSIBILITIES
  • Provide assistance to console players regarding inquiries and issues related to our game OTG and other console products through chat, email, and social media.
  • Investigate and resolve inquiries efficiently, ensuring timely responses.
  • Contribute to the development of console-friendly support policies and workflows.
  • Assist in training sessions for support representatives based on established console procedures.
  • Monitor common console issues and trends, offering feedback to enhance the customer experience.
  • Help create and update console-related help center articles and FAQs.
  • Engage in playtests to become an expert in our console offerings and provide valuable feedback.
  • Act as a liaison in meetings with product teams to communicate the impact of changes on the console player community.
  • Perform additional duties as assigned.
QUALIFICATIONS
  • 1-2 years of experience in Console Support, ideally within the gaming sector.
  • Strong communication skills, capable of interacting professionally with players and team members.
  • Excellent problem-solving abilities, with a focus on timely issue resolution.
  • Familiarity with social media and online communication platforms.
  • Ability to work independently and manage multiple tasks effectively.
  • Experience handling confidential customer 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
  • Public Transportation Support
  • Relocation Assistance
  • Office Perks & Gym Membership

*Benefits may vary based on location and position.

INCLUSION STATEMENT

We believe that video games are for everyone, and we are committed to creating an inclusive environment where diverse experiences are valued. All applications will be considered equally, regardless of background.

RECRUITMENT PROCESS

When applying at Gunzilla, you can expect the following:

  • Submit your CV through the application portal.
  • If selected, a member of our recruitment team will reach out to you.
  • Some positions may require a competency assessment, which we will assist you with.
  • Interviews will be conducted via Zoom or in our recruiting studio.
  • Post-interview, we will provide feedback regardless of the outcome.
  • If you are a strong candidate for future roles, we may retain your information with your consent.

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