Big Huge Games is looking for a Customer Support Specialist to help support our CS team. Someone in this role should understand what creates a memorable customer service interaction and know how to proactively identify and address customer concerns. The ideal candidate has a passion for gaming, understands how video games are developed, and recognizes the intricacies and nuances of gaming mechanics. Quality service should be second nature to you and your written communication should be stellar.

RESPONSIBILITIES 

• Create and maintain a customer-facing knowledge base of support articles
• Write targeted messaging for emerging CS issues and automated resolutions
• Handle a wide range of customer issues and escalations requiring in-house tools and resources
• Assist with day-to-day questions from support agents at our outsourced contact center provider and serve as a point of contact between contact center and developer studios and internal operating teams
• Assist with investigating customer concerns, help implement new procedures and processes 
• Manage account access for all CS tools for incoming and outgoing support staff
• Aid with quality review of agent communications and adherence to policy
• Assist in Applying bans and reviewing players for violations

QUALIFICATIONS 

• Interest in and understanding of game mechanics
• Excellent interpersonal and communication skills
• Strong writing and problem solving

BONUS

• Bachelor's Degree or equivalent work experience
• Passion for video games and mobile gaming

This a full-time (40hr/week) position onsite at our studio in Timonium, MD. No telecommuting or remote work options are available.