The Game Support Team at Cloud Imperium Games is a public-facing team responsible for relaying the status of the Live service to players (including downtime schedules, known issues, and publish information), troubleshooting individual and service-wide problems, helping people understand and enjoy the game, developing ways of driving interest and engagement through one-to-many events and communications (such as playtests and Spectrum chats and posts), and turning reports and feedback into solutions and improvements for Star Citizen.
Individual Game Support Specialists will also provide various levels of technical and game problem resolution to the backers and players of Star Citizen by diagnosing and troubleshooting a wide variety of subjects including (but not limited to): Initial installation, patching, and loading the game; account access; assessing game client performance by reviewing players' hardware and software setups; verifying and entering bugs into tracking software; helping players navigate and learn the website, the launcher, and the game; administering the game environment to keep it safe and secure; and communicating publicly with players on live service issues through email, forums, and various online sites popular with our community.
An additional primary task for this group is to help players maintain the integrity and security of their account by assisting with hacked accounts and tracking down surreptitious activity on the service using a variety of forensics tools and logs.
Example solutions include: installing/uninstalling/reinstalling software applications; verifying proper hardware and software set up; power cycling equipment; assisting with navigating around application menus; testing software bugs; reviewing potentially fraudulent monetary transactions; reviewing game logs to identify service problems. Support is provided in email and on forums and websites, where clearly communicated solutions are provided in a fun, light-hearted, user-friendly manner. Staff will perform related work as required.
Additional tasks will included assisting with fraudulent transactions and chargebacks, as well as all investigating the in-game effects of those actions.
RESPONSIBILITIES:
Deliver a fun level of service and support to our dedicated Star Citizen backers and players, using email, forums, in-game communications and online websites
Interact with players both privately and publicly to provide and process information in response to inquiries, concerns, and requests about products and services
Help manage and run our public play sessions and collect feedback for the development and executive teams
Gather players' information and determine the issue by evaluating and analyzing the symptoms and working with QA and Production to get information into the development pipeline
Diagnose and resolve technical hardware and software issues involving internet connectivity, local networking, and players' installed hardware and software
Follow standard processes and procedures while being allowed to creatively solve problems
Redirect problems to appropriate resource
Offer alternative solutions where appropriate with the objective of keeping players happy and playing the game
Coordinate with our teams across the globe
Stay current with system information, changes and updates by learning and playing Star Citizen. Encyclopedic knowledge of the game will be required
and such other duties and responsibilities assigned by Cloud Imperium Games reasonably consistent with employee's skills and experience
REQUIREMENTS:
COMPETENCIES:
This position is offered at our Austin Studio by Cloud Imperium Games Texas.
If you feel you have something to offer this role, even if you don't think you qualify for all the above, you should still apply – we are an inclusive employer and if you have potential, talent, and a great work ethic, we want to hear from you.