Player Support Specialist

PUBLISHED: August 21, 2020
CRITICAL FORCE, Kajaani/Helsinki

Critical Force, the creator of successful mobile FPS title Critical Ops, and one of the leading mobile shooter developers in the world, is now looking for a Player Support Specialist with exceptional communication skills and positive customer service attitude

You would be “our voice” within our community of enthusiastic players. Your primary task is to communicate with our players, listening to their desires and understanding their demands when it comes to Critical Ops. You exemplify our values to our players and set the tone of discussion on different social media platforms by moderating and monitoring. You gather valuable data for our game development team to make the game even better by simply following the community trends and listening to the needs of the players. One of your tasks would be maintaining tools we have in use for Player Support purposes, like a CRM system, so having some practical experience with such tools helps, but is not required.

Responsibilities

  • Answering tickets, handling payment issues, moderating and monitoring our player community, gathering data and compiling reports
  • Managing and developing support pipeline and CRM system (we have Helpshift)
  • Understanding current player and community trends
  • Communicating closely with QA, data analysts, programmers, designers and marketing
  • Assisting customers on different social media platforms
  • Creating and updating FAQ’s and documentation

Requirements

  • A passion for delivering excellent customer service
  • Excellent communication skills in English, both spoken and written
  • A self-starter with ability to take responsibility and thrive in an autonomous working environment
  • Ability to ‘read the room’ and understand how player support can be seamlessly integrated within the different (and potentially conflicting) priorities of games teams
  • Understanding of mobile technology
  • Previous experience in a similar role in the gaming industry or at a fast-growing start-up. (Or less experience but a good attitude and motivation to learn.)

You can also Wow us with:

  • Relevant degree / studies within communications and/or marketing
  • Customer support and/or community management experience
  • Ability to learn quickly and adapt your new knowledge and skills into your work
  • Experience of working with CRM systems like Helpshift and Zendesk
  • Good command of any of the following languages: Turkish, Russian, Portuguese
  • Basic SQL knowledge

Company

Critical Force is a Finnish game company with offices in both Kajaani and Helsinki. We are focusing on competitive multiplayer games for mobile. We strive to create games that are fun to play on both casual and competitive levels. Our flagship game is a first-person shooter Critical Ops, which has been downloaded over 80 million times worldwide and has become a trailblazer in electronic sports played on mobile devices. From interns to our senior developers, we all share a passion for our creations and pride ourselves on our friendly and focused team atmosphere.

The selected candidate can decide to work from either of our offices – in Kajaani, experiencing an international feeling with a small town vibe next to nature – or in Helsinki – in an old decorous building the heart of a bustling games capital

Benefits

  • Opportunity to join a game studio awarded multiple times by different organizations
  • A fast-moving work environment driven by the people with a passion for games
  • The option to work from time to time in our other office in Helsinki or in Kajaani
  • Good benefits, incl. comprehensive health and travel insurance and dental care
  • Flexible working environment and autonomous teams
  • Opportunity to grow and develop into more responsible roles

How to apply? Check the apply link below!

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