Product Support Lead

  • Full-time
  • London - Product

We are looking for a Product Support Lead to join Mediatonic, working on Fall Guys!

Mediatonic is the game developer behind Fall Guys: Ultimate Knockout and a new member of the Epic Games family. We’re aiming to build "the Greatest Gameshow on Earth" as part of our mission to connect people through massively-multiplayer game experiences.

We take pride in crafting original titles that bring people together. Our quest is to create joyful experiences that are open to all by investing in the ideas, technologies, and people that can bring our vision to life.

We’re looking for fantastic people to join our world-class team to help grow Fall Guys: Ultimate Knockout into an entertainment platform and to nurture the other equally ambitious titles we’re dreaming up.

Description:

As a Product Support Lead on Fall Guys, you will be the expert on the game and the key point between Player Support and Community Teams for our development and QA teams. If it involves the player, you’re there!

Think of yourself as the glue that brings us together or the icing between a layer cake (we like cake) or a strategically placed Big Yeetus delightfully booting us over the finish line.

Details:

This is a player-facing role which also means you’ll be working closely with our internal QA, development, marketing and community teams to see issues through from their first reports through to successfully implemented fixes.

This position will be expected to work from our London office three days a week and we’re flexible on where you work from the other 2 days. Please note, currently we are all working remotely.

Given the nature of our games, it is likely that you will work non standard work hours and cover weekends from time-to-time. Don’t let this scare you off, we may sure you get this time back!

Responsibilities:

  • Assume the role of Subject Matter Expert (SME) with a focus on Fall Guys and be prepared to answer questions for internal teams, partners, and players.
  • Assess potential ticket driving issues in real-time and define workarounds, impact assessments, and drive to a satisfactory resolution.
  • Act as the 2nd tier escalation point on tricky issues that aren’t covered by our standard troubleshooting guides.
  • Communicate between the player support team and development team on current and potential player facing issues.
  • Work with our Community team to surface any issues reported from our Steam, Discord and Social Channels.
  • Respond to Player contacts (yes, you will be providing hands on support) in Zendesk.
  • Assist in creating and updating policies and procedures for agents responding to players.
  • Assist in creating player-facing knowledge-based articles to help players self-service and our bots answer player questions.
  • Create and share recurring and ad-hoc reporting and dashboards to communicate ticket volume, issues, and trends.
  • Development of junior player support agents
  • Requirements

    The ideal candidates should be able to demonstrate their skills and experience in the following:

    • Experience providing support for games in a commercial environment. Think that this is at least your second job/3+ years of experience.
    • You read log files for breakfast, lunch, and dinner. Even other players on reddit are jealous of your skills.
    • Be experienced at offering technical support, including judging the user’s level of experience and ability to communicate and pace your requests for information accordingly.
    • Strong PC, Console, and Mobile troubleshooting skills. You understand hardware/software/and have a good knowledge of consoles and how they work or know how to quickly find out how they work.
    • Be able to remain calm and friendly when dealing with frustrated, impatient or unhappy players.
    • Be experienced with QA processes including triaging and categorising bugs.
    • Be familiar with web based (SAAS Software) for tracking support tickets/bugs/incidents. Think Zendesk, Jira, Mantis, Monday, Azure - the list is plenty, but the concept is the same.
    • Really nice to have: basic sql skills and the ability to analyze data


    Required attributes

    • We’re looking for a patient, effective communicator who understands players and all the passion that comes with this!
    • Strong collaboration skills - you’ll be working cross teams with competing priorities so making sure that you’re able to effectively advocate for a player’s best interests is key to success in this role.
    • You must be able to operate independently while following a policy, and work with our team to react to issues as they come up while striving to prevent them before they repeat.
    • Insatiable curiosity! While we talk about following policy above, we want those who will understand why the policy is in place and challenge us to improve something if we’re wrong and you can improve the experience for our players or our team.
    • Native level English fluency is required for this opportunity with extremely strong written and verbal capabilities.

    Bonus Points:

    • Our community team has asked if you’re capable of communicating by meme fluently. Not a requirement, but there are bonus points to be had if you are!
  • What we're looking for

    Want to Work for Us?

    Are you interested in joining a business who strive to create moments that matter, for millions of players, in games that run for years? We not only offer you the chance to work with fantastic teams, on awesome and inspiring projects, we also offer competitive salaries and many other benefits.

    As a creative business, we recognise that creativity is best inspired by different experiences and perspectives and we strive to create a culture of belonging, where all our colleagues feel welcome and diversity is celebrated. As we push towards ever more ambitious and high quality titles, we are looking for the finest talent in the industry to come and join us on our quest.

    Tips for Applying

    As a people-first company, our biggest priority is to hire the right person. Alongside your CV, we’d love to see a personal cover letter outlining what you’d bring to this role – even better - as you’re going to be supporting Fall Guys, tell us about what you think are the biggest challenges affecting our players and how you would prioritize and communicate urgency in fixing these!

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