Console Support Specialist

ABOUT GUNZILLA GAMES

Founded in 2020, Gunzilla Games is the independent AAA video game developer and publisher behind the free-to-play mobile game TECHNOCORE, the gamer-first blockchain GUNZ, and the upcoming next-gen battle royale Off The Grid, in three metropolitan locations: Frankfurt, Germany (HQ); Kyiv, Ukraine; and London, UK. The company is helmed by CEO Vlad Korolov and CSO Alexander Zoll. Gunzilla is built on the desire to innovate and push the limits of the games industry.

Gunzilla’s formidable team of talent comes from a variety of industry-leading studios and publishers (Ubisoft, Electronic Arts (EA), THQ, etc.) as well as Oscar-nominated screenwriter, director, and producer Neill Blomkamp, Chief Visionary Officer, and the author of the Altered Carbon series, which has been adapted into a popular Netflix show, Richard K. Morgan, Script Writer.

The Gunzilla Leadership team includes well-known industry professionals like Timur Davidenko, Chief Technology Officer (Far Cry, Warface, and Crysis), Dmitriy Markov, Technical Director (Metro Exodus, ARKTIKA.1), Volodymyr Savin, Audio Director (Cut the Rope, Metro Exodus, HBO’s Chernobyl series), Petr Cherkes, Design Director (The Last of Us, Uncharted 3, Star Wars: The Old Republic), Krasimir Nechevski, Animation Director (Adam, Book of the Dead), Nikolas Gekko, Lead Art Director, (Call of Duty: WWII, Halo Infinite, Destiny) and Kiran Pulicheri, Technical Art Director (Control, Far Cry 6).

OUR VALUES

• Players First & Foremost. We aim to create titles that players love and get lost in, so our games are developed with them in mind from the start.
• We Believe in Our People. We believe in building strong teams of self-motivated individuals empowered to work at their best in a supportive environment; when we’re strong together, we thrive together.
• Commitment to Engagement & Quality. We are deeply passionate about what we do, ensuring we produce next-generation experiences of the highest calibre.
• Make Bold Moves & Innovate. We strive to make bold moves and push technology to its limits; there are no wrong steps if the outcome redefines the boundaries.
• Open & Honest. We believe in building trust through transparency and honest communication. We’re proud of who we are, what we stand for, and what we’re building.

ABOUT THE JOB

Gunzilla Games is looking to recruit a Console Support Specialist to bridge the gap between our console player base and our internal Teams. In this role, you will aid console players with advanced inquiries and issues through a typed-chat client, email, and social media channels. You will also play a crucial role in shaping console workflows and help center articles.

The ideal candidate is very organized, with excellent customer service skills, vast console environment experience (both PS5 and XBOX), as well as exceptional written and verbal communication skills. We are looking for someone who wants to continually hone their skills and be the voice of our console players.

RESPONSIBILITIES

• Assist console players with inquiries and issues in our game OTG (Off The Grid) and other console related products via a chat-based client, social media, and email.
• Investigate and follow up on inquiries/issues and respond/resolve as efficiently as possible.
• Help develop console friendly support policies and workflows.
• Help develop and conduct training sessions for player support representatives based on the console policies/workflows.
• Monitor and report on common console issues and trends, providing feedback to improve the overall customer experience.
• Assist in the creation and updating of console-related help center articles and FAQs.
• Become the expert in our console offering by actively participating in playtests and reporting feedback.
• Be the liaison, observer and voice of reason in meetings with a Product Group allowing us to fully understand the impact of any changes on the console player base and the potential ticket income. Other duties as assigned.

REQUIREMENTS

• 1-2 years of experience in Console Support, preferably in the games industry.
• Excellent communication skills, with the ability to communicate effectively and professionally with players, team members, and other stakeholders.
• Excellent problem-solving skills, and ability to identify, empathize, and address agent and player issues in a timely manner.
• Comfortable with social media and other online communication channels.
• Ability to work independently and manage multiple tasks simultaneously.
• Experience working with confidential customer account information.
• Strong knowledge of PS5 and XBOX environment.
• Proficiency with Microsoft Office, or equivalent tools.
• Advanced typing skills.
• Passion for video games.

PLUSES

• Understanding of Playfab.