Senior Player Support Specialist

PUBLISHED: November 8, 2017
ROVIO, Espoo

Hello gamer! We’re looking for a Senior Player Support Specialist with oodles of passion and proactivity to join us here in Espoo!

Working within our Delta team’s player support function you will be the lead for a key title within Rovio’s family of games, whilst also being the game’s player advocate inside Rovio.

Delta team is a central Rovio team, serving our 5 studios. We provide services including QA, player services, delivery, user research and audio. So as well as your primary focus of managing this key title, you will also experience first-hand the various operational duties that the Delta team manage in bringing games to the world, from early-stage market insights to going live in the app stores.

Ideally you already have plenty of experience in managing customer support operations and you personify world-class customer support and dedication to the craft.

Your key tasks and responsibilities would be:

Player Communication

  • Ensuring Rovio’s quality standards and reputation are upheld with regards to player satisfaction.
  • Continually maintaining and improving player self-help channels
  • Knowing your game(s) inside out
  • Answering player support emails concerning technical problems and usability issues for a given Rovio tite across different platforms in a timely, knowledgeable and polite manner.

Player advocate to the game team

  • Represent the players from within the game team and can actively coach the development team to plan player support into its activities
  • Provide timely and routine player-centric reports to the game team
  • Ensure full visibility to the quality of the live title at all times to the game team
  • Attending all relevant project-specific meetings as the voice of the player
  • Being fully aware of new updates, their impact on player experience and any actions Rovio may take to mitigate potential player pain
  • Backlog prioritisation influence
  • Following up on any existing game issues on a regular basis through thorough tracking and reporting
  • Fostering a positive attitude and working in co-operation

Partner Coordination

  • Managing our support partners in both day-to-day operations and with a view to long-term sustained excellence in the work they do
  • Continuous education and sharing of knowledge with our partners in a systematic and timely manner
  • Training, educating and instructing external player support team members
  • Quality assessments of external agents on a regular basis to ensure that knowledge is correctly utilised by partners

Within the player support function

  • Share best practices from the ways of working within your title to ensure that we can all improve from each other
  • Leading or participating in short-term projects concerning internal process development, communications improvements, systems development etc, when needed.
  • Understanding the future of player support and how this relates to your games so that you can anticipate and plan for future needs
  • Appraising and monitoring KPIs to keep service as consistent as possible
  • Onboarding of new team members
  • Circular communication of knowledge regarding bugs, UX and the roadmap from developers to players
  • Bringing proactive improvements and solutions to both game and player support roadmaps

Sounds like a lot? Well it is! But you’re up for it, right?

We’d love you to have these feathers in your cap:

  • Six years of player support experience, preferably over email. Technical support is an advantage
  • Being a keen gamer
  • Bachelor’s degree or some form of formal training is considered as an advantage
  • Fluency in English
  • Familiarity with and interest in mobile devices from a player perspective
  • Patience with facing difficult issues
  • Ability to process large amounts of information quickly and sort the technical details of it through all the feedback received
  • An analytical mind to ensure that we are data driven in decision making
  • Willingness to roll-up your sleeves and get your hands dirty
  • Additional skills in either web development or SQL are a plus

What you get when you join us:

  • We give you the best support we can, we help you grow and achieve your professional goals
  • We do have fun! We are a family-like community that is hands-on, open, collaborative and ambitious
  • You will get to work in a truly international environment: you will hear a number of languages in our workplace and can join a variety of activities that we come up with together
  • A great opportunity to work with top talent in the gaming industry!
  • Competitive benefits such as a cell phone of our top models, a laptop, sport vouchers, sauna, massage and more
  • Oh, and we’ve got good coffee. And fresh fruits. And free soda 🙂

Slingshot your application over now – we look forward to hearing from you!

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