Player Experience, Product Support Specialist - Accounts

Job Description

PLAYER EXPERIENCE

What We Do

Player Experience is responsible for the overall health and happiness of Epic's players across all consumer products within the Epic Games ecosystem. The Player Experience organization partners closely with internal and external stakeholders, relentlessly driving innovation and continuous improvement on behalf of all Epic's players.

What You'll Do

We're looking for a Product Support Specialist to join the Player Support team at Epic Games. You will help drive improvements to the player experience when contacting Epic Games Player Support for help with topics related to Accounts. This role will be responsible for: finding the best way to handle login related issues, developing and establishing processes/procedures, training for our front line support, analyzing data for trends and reporting, as well as managing the feedback loop between our players and our development teams within Epic Games to push the envelope, and how we support our awesome players !

In this role, you will
• Partner with internal and external stakeholders to drive improvements for Accounts related player issues.
• Work closely with the Knowledge Management Team to improve the knowledge to support Accounts: self help processes, self help features, agent processes and tools, reporting
• Collaborates to build out training for the Player Support team to understand the product and processes we need to support our Players
• Responsible for the overall health of a defined ''product'' by understanding our data and making decisions to create better agent and player experiences
• Maintains a working relationship with Epic Product teams for incoming news and features, outgoing feedback and definition of better player experiences
• On-call for emergent issues within their Product

What we're looking for
• Knowledge of their area of expertise (Accounts) and the tools to support
• Customer service experience specially (great bonus if it's within gaming!)
• Experience in Project/Program Management
• Process mapping based on the player/agent journey
• Documentation creation, especially procedures and process guides
• Technical writing
• Evidence of strong collaboration, especially when remote
• Strong written and verbal communication
• Experience in Data management (define metrics, run queries, analyze data to elaborate hypotheses)
• Familiarity with basic UX concept

Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e., a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.

Jobcode: Reference SBJ-r1wxkx-18-117-153-38-42 in your application.