Jobs
| Game Support Manager | |
| Location: | Austin |
| Description | |
NCsoft West, the U.S. branch of NCsoft, the world’s largest independent developer and publisher of online computer games is looking for a talented Game Support Manager for its North Austin office.
This person manages a staff of in-game Customer Service Representatives who support multiple MMORPG products to ensure that customers are retained, satisfied and that their needs are fulfilled. The Game Support Manager is responsible for designing and implementing improved process or operational policies and recommends changes to products or services to fulfill customer needs.
Job Functions
· Support and mentor Game Master staff regarding policy and procedure.
· Prioritize daily operational tasks required to ensure efficiency and effectiveness.
· Responsible for maintaining an effective schedule for the team.
· Work closely with development team and QA staff to identify and solve current in-game issues in an effort to improve efficiency.
· Work closely with community team to properly inform customers of the current known issues and their status.
· Provide metrics analysis and reporting to management.
Requirements
· Bachelor’s degree and 5+ years experience in MMORPG Support or related applicable experience
· Previous experience leading a team
· Strong written and verbal communication skills
· Familiarity with standard practices and procedures in the MMORPG Support field
· Familiarity with PC gaming and multiplayer online gaming including experience with the current generation MMO titles
· Ability to analyze situations and provide strategic direction for the team
· Ability to handle high stress situations and manage irate customers
· Schedule flexibility
A casual work environment, comprehensive benefits and competitive salary are all part of the package. | |
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