Game Support Specialist

The Game Support Team at Cloud Imperium Games is a public-facing team responsible for troubleshooting individual and service-wide problems of the Star Citizen online service, helping people understand and enjoy the game, and turning reports and feedback into solutions and improvements for Star Citizen.

Founded in 2012, Cloud Imperium Games creates cutting-edge videogames that defy expectations. We’re currently developing Star Citizen, a record-breaking multiplayer online space sim, and Squadron 42, a cinematic single-player adventure set in the same universe. Join us as we break boundaries and make videogame history. We are a crowdfunded company and have a dedicated and enthusiastic community of backers who are helping us create the “Best Damn Space Sim Ever”.

Game Support Specialists are the true subject matter experts on the team, guiding and training others on the complexity of the Star Citizen project. The Game Support Specialist will provide technical assistance and game issue resolution to players of Star Citizen by diagnosing and troubleshooting a wide variety of subjects including (but not limited to):

• Account Support
• In-Game Support and Moderation
• Technical Support

Game Support Specialists are also expected to maintain high team standards, help identify problem areas of business, and suggest solutions to improve the service.

Support is provided via email where clearly communicated solutions are provided in a fun, light-hearted, and user-friendly manner. Staff will perform related work as required.

Additional tasks will include assisting with fraudulent transactions and chargebacks, investigating the in-game effects of those actions, recovery and restoration of hacked accounts, and in-game player behavior moderation.

Duties and Tasks/Essential Functions:

• 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;
• 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;
• Direct players to appropriate support resources;
• 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.

Skill and Knowledge Qualifications:

• Proper online communication etiquette;
• Knowledge of Star Citizen is highly desirable;
• Ability to speak and write clearly and accurately in English with a demonstrated proficiency in typing and grammar;
• Working knowledge of Windows-based software computer applications and equipment;
• Knowledge of online game communities and player relations and support principles and practices;
• Effective listening skills;
• Willingness to co-operate with others and work to the greater good;
• Multi-tasking capabilities;

• Willingness to be flexible on schedule during peak play periods and during game updates

Competencies:

• Exemplary attendance and punctuality
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Focuses and guides self and team members in accomplishing work objectives.
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Makes players and their needs a primary focus of one’s actions; developing and sustaining productive player relationships.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective player solutions.  Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Has a high degree of patience navigating a variety of troubleshooting situations.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.CIG Diversity Statement

CIG is a global company, staunchly committed to cultivating a culture and workplace that celebrates all backgrounds, lifestyles, and perspectives. Together, we are creating a space where authentic recognition, appreciation, and understanding of the importance of diversity is fostered by everyone. As an Equal Opportunity Employer, we strive to build a team that represents all walks of life, and we want every employee to bring all the things that make them unique to the work environment. The universe is as vast and varied as the people in it, and it's our differences that make it special.

Fraud Statement

We are aware of people receiving job offers that fraudulently allege to be from CIG. These types of fraud can be carried out through false websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal info like bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment

If you suspect fraud, please report it to your local authorities, as well as reaching out to us at info@cloudimperiumgames.com with any information you may have