ABOUT SNAIL GAMES

SNAIL DIGITAL (Suzhou Snail Digital Technology Co., Ltd.) was founded in 2000 and was China’s first studio to create its own 3D online gaming title. Today, successfully forming an integrated industry chain with competencies in software and hardware, Snail is an Internet-based company with a comprehensive product portfolio comprised of technology development, content development, global distribution, platform operations, traffic data management, and terminal manufacturing.

SNAIL’s gaming business covers multiple industries including PC games, mobile games, VR/AR games, video games, and web games, etc. Since it published China’s first 3D online game Voyage Century, Snail Digital has owned several independent intellectual proprietary technologies. Meanwhile, SNAIL published and operated over 100 localized editions of Voyage Century, Age of Wushu, and Taichi Panda in the world. SNAIL has exported its titles to over 150 countries in the world. It now has over 200 million subscribers over the world and accumulated rich experience in global marketing.

Snail, born to dream!

ABOUT SNAIL GAMES USA

Founded in 2010 in the heart of Los Angeles’ Silicon Beach, Snail Games USA is devoted to researching upcoming technologies, establishing new publishing and game development partnerships for the Western Market in preparation for the launch of our upcoming software products and hardware platforms.

INTERESTED IN JOINING SNAIL GAMES USA?

We are looking for self-driven team players to join our Customer Support Team!

CS Representatives are key members of our team, supporting our games via typed email, chat, and in game support. We are looking for highly motivated gamers with exceptional customer support skills, the ability to multi-task,, and follow our internal Game Master Guidelines; you will be expected to maintain integrity and a commitment to quality in your work.

**This is an entry level position in the video game industry with potential room for growth.

(Benefits are available after a 90 day probationary period)**

No relocation offered at this time

RESPONSIBILITIES:

• Provide exceptional customer support via typed email and chat

• Convey a professional, positive, and passionate presence to employees and customers

• Maintain security and confidentiality of the Company and player privacy

• Be the subject matter expert for the game(s) you are assigned and for new products as they are introduced

• Collaborate with multiple teams to resolve a wide variety of customer issues across various support channels

• Identify, investigate and resolve game issues relating to player accounts and events

• Provide technical support by answering inquiries, solving problems, and troubleshooting issues using knowledge bases and published materials

• Respond to customer inquiries and provide resolutions according to our Game Master Guidelines

• Deliver timely and punctual responses to player questions and requests

• Provide exceptional organizational skills and organize data that could be escalated to other teams

• Flexibility, and willingness to quickly adapt to changes as game policies  grow and progress.

• Practice consistent and clear decision making skills

• Proactively share knowledge with team members

• Utilize tools and resources to identify and resolve player inquiries

• Provide feedback to enhance workflow and the player experience

REQUIREMENTS:

• 1-2 years Customer Support experience

• Exceptional verbal and written communication skills

• Typing speed of 50 WPM minimum

• Excellent presentation and personable skills

• Must be a gamer with a strong gaming background in PC/Console gaming

• Team Player

• Good project management and multitasking skills

• General knowledge of Microsoft Office and Google Office Suite

• High School Diploma or GED

• Ability to work in a fast paced environment and adapt to change

PREFERRED

• Knowledge of Zendesk

• Knowledge of sandbox games and modifications

• Previous admin experience on sandbox games

• Game industry experience

• College degree is preferred but not required

• Previous call center experience

• Knowledge of and passion for Snail Games

REQUIRED APPLICATION MATERIALS

• Cover letter required; submissions without a cover letter will not be considered.

• Resume

• Please tell us what some of your favorite games are and what you are currently playing and looking forward to

• Let us know why you are passionate gamer and why you want to be a part of our Customer Support team