Player Support Analyst

Player Support Analyst

Remote - US & Canada

thatgamecompany is looking for a North America Player Support Analyst to join our squad and will be reporting to the PS Director. Shift schedules and days may require flexibility and with current needs over the weekend.

What You’ll Do Here:

As a Player Support Analyst, you are a devoted Sky player who knows what’s happening within the game and our community. You are hungry and passionate for the Support and Safety experience, and always strive to deliver the best level of service despite whatever the odds may be. You will work in tandem with the Player Support and Community team as we continuously look to build trust with our players and vanguard our values.

Must Haves:

• Strong game trust and safety background with proven experience in keeping the gaming community safe

• 3-5 years of customer service experience preferably in the gaming industry

• Respond to players inquiries and provide first contact resolution of customer issues and questions primarily on Helpshift

• Learn about our Support and Safety processes and initial scope of contacts which includes but is not limited to - general questions, accounts, billing, technical, player feedback, player safety reports, and bugs

• Take ownership of support inquiries and ongoing issues with high accountability and engagement measured through productivity, CSAT, resolution rate, and quality scores

• Triage, and escalate sensitive or critical tickets to the correct channels with recommendations

• Deliver timely and accurate responses to player questions and requests

• Display a professional, positive, and enthusiastic demeanor to employees and players

• Flag outdated or missing content in the Player Support ecosystem to the Player Support Lead

• At the direction of the Player Support Lead research trending player issues in our ticket queues

• Work with the Player Support Lead to ensure brand consistency in our support communications to TGC players

• Collaborate with the external Sky Customer Support team to share and solve issues

• Possess a deep knowledge about Sky and our player base

• Exercise good judgment in navigating and resolving sensitive situations online

• Ability to work under pressure in a fast-paced, high-volume environment with tight deadlines

Nice to Haves:

• Be comfortable with change and needs of the team at a moment's notice

• Familiarity with Helpshift, other CRMs is a huge plus

• Native level in English for written and speaking skills

We look forward to meeting you!

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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