Game Support Supervisor

Description

Act as a liaison between customers, ArenaNet, and NCSOFT to effectively address and resolve gameplay and service issues.

Serves as a supervisor, leader, and coach for the Game Master staff, as well as a subject matter expert on Guild Wars 2 and customer support policies and procedures. The Game Support Supervisor is responsible for designing and implementing improved processes and operational policies and for recommending changes to products or services to fulfill customer needs.

With multiple gaming awards such as: 2012 Time Magazine’s #1 Game of the year, Gamespot’s PC game of the year and countless other awards to their name, this multi-award winning business employs about 300 people and is taking the MMO gaming world by storm.  With 3 Million players and growing since launch, this is a fantastic opportunity to take the customer support team to the next level by growing Guild Wars 2 worldwide success.

Responsibilities

• Support and mentor Game Master staff regarding policy and procedure.
• Prioritize daily operational tasks required to ensure efficiency and effectiveness.
• Respond to customer inquiries, providing complete and accurate responses.
• Provide customer support via game interface, ticketing system, and email.
• Review reported in-game infractions and logged actions of game players to ensure an appropriate game environment for Guild Wars 2 customers.
• Responsible for overseeing schedule for the team.
• Work closely with development team and QA staff to identify and solve current in-game issues in an effort to improve efficiency.
• Work closely with community team to properly inform customers of current known issues and their status.
• Provide metrics and other support analyses to management.
• Complete tasks and projects that are assigned by management that may not fall into the scope of the daily routine.
• Ability to work with diverse groups, including many who speak English as a second language.

Qualifications

• Strong written and verbal communication skills while dealing with management
• Familiarity with standard practices and procedures in the MMORPG customer support field
• Familiarity with PC gaming and multiplayer online gaming including experience with the current generation of MMO titles
• Ability to analyze situations and provide strategic direction for the team
• Ability to handle high stress situations and manage irate customers
• Strong customer service ethic
• Schedule flexibility
• Ability to travel both within the United States and outside of the United States

Education/Training/Experience

• Bachelor’s degree and 2-5 years’ experience in MMORPG Support, Video Gaming, or related applicable experience
• A general understanding of CS tools and tool priorities
• Previous experience in a supervisory role

This is a full time on-site position at our studio in Bellevue, Washington. A casual, friendly work environment, comprehensive benefits package, a competitive salary, and more are all part of what makes ArenaNet a great place to work. Submit your resume online along with a cover letter that details why you think you are a great fit for ArenaNet.