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Senior Player Support Specialist

  • Application Deadline: Dec. 31, 2017
  • Espoo

Hello gamer! We’re looking for a Senior Player Support Specialist with oodles of passion and proactivity to join us here in Espoo!

Working within our Delta team’s player support function you will be the lead for a key title within Rovio’s family of games, whilst also being the game’s player advocate inside Rovio.

Delta team is a central Rovio team, serving our five studios. We provide services including QA, player services, delivery, user research and audio. So as well as your primary focus of managing this key title, you will also experience first-hand the various operational duties that the Delta team manage in bringing games to the world, from early-stage market insights to going live in the app stores.

Ideally you already have plenty of experience in managing customer support operations and you personify world-class customer support and dedication to the craft.

Your key tasks and responsibilities would be:

Player Communication

  • Ensuring Rovio’s quality standards and reputation are upheld with regards to player satisfaction.
  • Continually maintaining and improving player self-help channels
  • Knowing your game(s) inside out
  • Answering player support emails concerning technical problems and usability issues for a given Rovio title across different platforms in a timely, knowledgeable and polite manner.

Player advocate to the game team

  • Represent the players from within the game team and can actively coach the development team to plan player support into its activities
  • Provide timely and routine player-centric reports to the game team
  • Ensure full visibility to the quality of the live title at all times to the game team
  • Attending all relevant project-specific meetings as the voice of the player
  • Being fully aware of new updates, their impact on player experience and any actions Rovio may take to mitigate potential player pain
  • Backlog prioritisation influence
  • Following up on any existing game issues on a regular basis through thorough tracking and reporting
  • Fostering a positive attitude and working in co-operation

Partner Coordination

  • Managing our support partners in both day-to-day operations and with a view to long-term sustained excellence in the work they do
  • Continuous education and sharing of knowledge with our partners in a systematic and timely manner
  • Training, educating and instructing external player support team members
  • Quality assessments of external agents on a regular basis to ensure that knowledge is correctly utilised by partners

Within the player support function

  • Share best practices from the ways of working within your title to ensure that we can all improve from each other
  • Leading or participating in short-term projects concerning internal process development, communications improvements, systems development etc, when needed.
  • Understanding the future of player support and how this relates to your games so that you can anticipate and plan for future needs
  • Appraising and monitoring KPIs to keep service as consistent as possible
  • Onboarding of new team members
  • Circular communication of knowledge regarding bugs, UX and the roadmap from developers to players
  • Bringing proactive improvements and solutions to both game and player support roadmaps

Work with great people

Peter Urbanics
Game Designer
"It's great to work with a bunch of professional and extremely talented people"
Kalle Sylvänne
Controller, Consumer Products
"The company parties are a given, they're always a blast"
Simon Rozner
Senior Game Designer
"The best, when the team pulls in the same direction and we are one lean mean dev machine!"
Annica Strand
Producer
"It’s working in controlled chaos, it never gets boring, haha!"

Skills & Requirements

Sounds like a lot? Well it is! But you’re up for it, right?

We’d love you to have these feathers in your cap:

  • Six years of player support experience, preferably over email. Technical support is an advantage
  • Being a keen gamer
  • Bachelor’s degree or some form of formal training is considered as an advantage
  • Fluency in English
  • Familiarity with and interest in mobile devices from a player perspective
  • Patience with facing difficult issues
  • Ability to process large amounts of information quickly and sort the technical details of it through all the feedback received
  • An analytical mind to ensure that we are data driven in decision making
  • Willingness to roll-up your sleeves and get your hands dirty
  • Additional skills in either web development or SQL are a plus

What you get when you join us:

  • We give you the best support we can, we help you grow and achieve your professional goals
  • We do have fun! We are a family-like community that is hands-on, open, collaborative and ambitious
  • You will get to work in a truly international environment: you will hear a number of languages in our workplace and can join a variety of activities that we come up with together
  • A great opportunity to work with top talent in the gaming industry!
  • Competitive benefits such as a cell phone of our top models, a laptop, sport vouchers, sauna, massage and more
  • Oh, and we've got good coffee. And fresh fruits. And free soda :)

Slingshot your application over now - we look forward to hearing from you!

Great Place to Work

  • Flexible hours

  • Support for families

  • Growth opportunities

  • Rewards and recognition

  • Inclusive atmosphere

About the company

Rovio is on a mission to create world-class entertainment experiences with our games, animation, licensing and other businesses. A Finnish company, Rovio employs more than 400 professionals at offices in Espoo, Finland as well as North America, China, Sweden, and the UK. We are constantly working on new stuff, both within the Angry Birds universe and many, many miles outside of it.


Ric Thorneycroft | Hiring Manager

I'm interested
Rovio Entertainment Corporation

Espoo
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