At Hinterland, we strive to create thoughtful places for thoughtful players, and are working to grow a player community that is supportive, empathetic, and articulate. As such we want to also grow the team aiding our players by hiring a new Player Support member to act as a technical support bridge between the development team and community.
The ideal candidate would be able to engage with our community of players and provide information to our development team to ensure that we are aware of the technical issues affecting them. A background in Community and social media along with familiarity with the basics of QA and Testing are important for this role.
Address player tickets submitted via our Support Portal through investigation, reporting and escalation
Monitor and respond to player inquiries on official Hinterland channels including support forums
Share weekly reports for Player Service/Tech Support to studio stakeholders
Assist in sharing weekly reports for Community to studio stakeholders
Work to refine our use of ZenDesk via portal maintenance and improvements
Creating FAQs and writing various support-related articles for our Support Portal
Act as a support to both the QA and Community teams as required
Based out of our Vancouver studio this role operates in the space between Community and Testing and will work closely with both teams. You will be working in a fast-paced and agile environment. Being a strong communicator, both within the development team and to our players, is a key skill. You will be required to balance multiple tasks and responsibilities, and to work effectively in groups as well as independently when necessary. It’s desired that you will know your way around JIRA (or other bug tracking software), and our communication and office suite software, while being proficient in general testing methodology, test terms, and concise bug-writing. The ideal candidate will be able to hit the ground running.
As one of a small number of team members tasked with interacting with our community and the public at large, this role requires strong communication skills, customer service experience and skills dealing with sometimes frustrated people online in a patient and diplomatic way. As a representative of Hinterland to the world, your online conduct will reflect back upon the studio and so we need someone with a deft touch when dealing with our players at a time when they are facing technical difficulties and are most likely to be upset. Experience in dealing directly with the public either in a customer service or support capacity will be a valuable asset.
Excellent communication skills
Calm and diplomatic written communication style
Testing experience across multiple platforms
JIRA or other bug tracking software experience
Knowledge of social media (Facebook, Twitter, Instagram, Hootsuite)
Experience using and interacting in online forums
Customer Service or Support training or experience
This is a full-time position with benefits based out of our historic Gastown Vancouver location. We offer a mature, inclusive work environment with structured on-site time along with fixed days where team members are able to work from home. We are only considering candidates who are legally permitted to work in Canada. We are a relatively small team and intend to stay that way, so everyone we hire needs to be exceptional.
If working with other highly talented developers in a small-team environment sounds appealing, we want to hear from you!
Hinterland is an equal-opportunity employer. The studio is comprised of a multi-national, multi-ethnic team. We value a diversity of backgrounds. We also value veteran experience and a strong work ethic that supports the studio’s culture and values. Our work ethic and production methodology is built around a “Getting Stuff Done” paradigm. We embrace a flexible working environment that affords our team members the opportunity to enjoy family time and exercise self-care. We balance this out with very high expectations about the quality of output from everyone on the team. We offer a variety of perks, but do not believe perks are the same thing as culture.
(Also, everyone who joins our team gets a pair of slippers. They are nice slippers.)