Product Operations

Player Support Specialist

JOIN OUR TEAM

Mediatonic is a team of over 300 exceptionally talented and seriously hardworking people. We devote our careers to crafting awesome original games in the hopes of bringing a little more joy into the world.

As a creative business, we recognise that creativity is best inspired by different experiences and perspectives. We strive to create a culture of belonging, where all our colleagues feel welcome, supported and diversity is celebrated. We passionately believe that games are for everyone, whether we’re playing or creating them.

Player Experience 

What We Do

You will be joining the team that provides support for all of the issues that our Beans encounter in the Blunderdome. 

What You'll Do

We're looking for a Player Support Specialist to respond to support tickets, answer questions in chat about how players become a BoB (our board of beans), and capture, then share feedback with the development team on what players would most like to see improved in the game.

In This Role You Will

  • Respond to player support requests via email and chat (no phone).
  • Troubleshoot issues with players by asking clear and concise questions, obtaining and reviewing log files, and viewing supporting videos or screenshots to determine the root cause of the issue.
  • Collaborate with other members of the team to address fair play issues.
  • Serve as a point of escalation for complex or unusual issues.
  • Write player facing Frequently Asked Questions articles.
  • Community resolutions and updates in an easily understandable manner.
  • Ad-hoc projects as assigned by product support leads.

What We're Looking For

  • Prior experience in a player-facing support role, ideally in a gaming environment 
  • Ability to review information from a variety of sources to troubleshoot issues
  • A basic understanding of how PCs, gaming consoles, and mobile devices work
  • A strong command of English including the ability to create messages that are representative of the Fall Guys style and tone
  • You’re user-focused, passionate, scrappy, solutions-focused, and innovative. These traits equal success at Epic and influence everything we do.

Nice To Have Skills

  • An avid gamer who has logged hours in Fall Guys 
  • Exceptional critical thinking and attention to detail.
  • You and the ability to google are closest pals.
  • Have you won a crown yet?
  • Experience with online CRMs, such as Zendesk
  • Understanding of internet security basics including 2FA, phishing, proxies, and social engineering
  • An additional language

Hours and location

  • This position is remote with periodic team meetings in our offices.
  • This is a full-time position and will be expected to work weekends.
  • The following hours we are currently looking to fill are:
    • Monday - Sunday from 6PM BST to 9AM BST