+Location

Espoo, Finland

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 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 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 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 Training, educating and instructing external player support team members Player Communication Ensuring Rovio’s quality standards and reputation are upheld with regards to player satisfaction. Continually maintaining and improving player self-help channels 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. 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 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 roadmapsRead more

Hello gamer! We’re looking for a Player Support Specialist with oodles of passion and proactivity to join us here in Espoo, Finland! 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 4 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 experience in player support operations and are dedicated to the craft. Your key tasks and responsibilities would be: Player communication Continually maintaining and improving player self-help channels 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 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 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 Training, educating and instructing external player support team members 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 projects concerning internal process development, communications improvements, systems development etc, when needed. Bringing proactive improvements and solutions to both game and player support roadmaps 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: Two 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 plusRead more