Player Support Agent II



You are an experienced support agent who likes helping users and your peers by fixing issues and answering questions. You are ready for and have some experience  working on projects as well. As a Player Support Agent II, you will help Kabam players by understanding their needs, providing expertise, and responding quickly and accurately to inquiries. You will also be answering tickets that need more attention or research and have been escalated from other agents. When you are not focused on these primary activities, you will also assist the team with project work. This may include helping to write internal and external documentation, training your peers, performing quality reviews, and other useful work that helps support the internal workings of the Kabam Support team.

You will contribute by:

    • Serving as the point of contact to handle and resolve player inquiries
    • Achieving quality standards and productivity metrics
    • Utilize advanced CRM and administrative tools to investigate and respond to player inquiries
    • Serve as a point of escalation to research and address more complex player inquiries
    • Identifying and escalating in-game issues for further research
    • Informing leadership of status and reported in-game issues
    • Delivering world-class customer service by following established departmental policies, processes, and standards
    • Crafting customized responses to address all facets of player issues
    • Own and perform assigned project work. This could include tasks like drafting email templates, knowledge base articles, and educational materials, as well as performing quality reviews and assisting your peers with training and skills development.
    • Keeping up-to-date with the latest game changes and community trends
    • Monitor departmental communication channels, assisting as needed
    • Mentoring and coaching fellow team members
    • Additional duties and special projects as assigned

Your background includes:

    • 2-3 years of previous customer support experience, gaming industry preferred.
    • 1 year of experience with relevant project work
    • Excellent communication and interpersonal skills
    • Excellent command of the English language and understanding of the importance of clarity when writing for a global audience
    • Patience, empathy, and the ability to understand customer needs and provide solutions
    • Strong organizational skills and expert time management sensibilities
    • Fully versed in CRM tools and expertise with Google Suite, especially the collaboration tools in Google Docs
    • Willingness to roll up your sleeves and be a doer
    • Desire to work well in a fast-paced team
    • Technologically sophisticated 
    • Subject matter expertise of one or more Kabam titles or the ability to ramp up quickly would be a plus
    • Passionate about gaming
    • A BA or BS degree is a plus
At Kabam, we are constantly raising the bar of excellence in free-to-play mobile gaming. We hire for passion and diversity so that together as a team we can triumph in our collective skill. Our teams are made up of a fusion of personalities and interests bound together by a collaborative nature, fun-loving culture, and drive to do what it takes to make great games. And this is where you come in.

Together, we can create and support some of the best games ever made and continue to entertain the world!

About Kabam
Kabam is a world leader of developing entertaining, immersive, and highly social multiplayer games for mobile devices. They merge consumer behaviour with the art of game design to create experiences that are enjoyed by millions of players across the globe. Each game has raised the benchmark in mobile gaming, bringing high-quality graphics, next-generation technology and revolutionary gameplay to the console in every player’s pocket.
Kabam has partnered with leading entertainment brands like Disney, Hasbro and Universal to create mobile games based on some of the world’s most iconic franchises.

Kabam’s games have generated hundreds of millions of downloads including Fast & Furious 6: The Game, Fast & Furious: Legacy, Marvel Contest of Champions,  Transformers: Forged to Fight,  Shop Titans and Mini Guns. These games have also received multiple awards such as Apple’s Editor’s Choice and Google Play’s Best Game of the Year.

Founded in 2006, Kabam has studios and offices in Vancouver, Montreal, Charlottetown, San Francisco and Austin. Kabam is a wholly-owned subsidiary of Netmarble Games.

Kabam is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, color, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
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Location: Austin

Date posted: 2022-01-20