Player Support Specialist, Cloud Imperium

• Proper online communication etiquette
• Ability to speak and write clearly and accurately in English with a demonstrated proficiency in typing and grammar
• Ability to speak and write clearly and accurately in Mandarin with a demonstrated proficiency in typing and grammar
• Understanding of Mandarin-speaking customer service culture and communication practices
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener
• Makes players and their needs the primary focus to develop and sustain productive relationships
• Mastery of appropriate interpersonal styles and methods to reduce tension or conflict
• Ensures that assignments are completed efficiently and accurately
• Working knowledge of Windows-based software computer applications and equipment
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
• Ability to work a flexible schedule as business needs dictate

Desirable

• The Support Team at Cloud Imperium Games is a public-facing group responsible for troubleshooting individual and service-wide problems of the Star Citizen online service, helping players understand and enjoy the game, and turning reports and feedback into solutions and improvements for Star Citizen
• Player Support Specialists are the true subject matter experts. Guiding and training others on the complexity of the Star Citizen project
• The Player Support Specialist will help with technical issues, game questions, bug reporting, payments, refunds, and concierge requests from players of Star Citizen and Squadron 42
• Player Support Specialists are expected to maintain high performance standards, help identify problem areas and emerging issues, and suggest solutions to improve the service provided to players
• Support is provided via email where clearly communicated solutions are provided in a fun, light-hearted, and user-friendly manner
• Staff will perform additional related tasks as required
• Additional tasks will include assisting with fraudulent transactions and chargebacks, investigating the in-game effects of those actions, recovery and restoration of hacked accounts, in-game player behavior moderation, assistance with marketing initiatives, and direct interaction with the player community
• Deliver a fun and engaging level of service and support to our dedicated Star Citizen backers and players, using email, forums, in-game communications, and online websites
• Interact with players both privately and publicly to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather player information and determine their issue by evaluating and analyzing the symptoms and working with QA and Production to get information into the development pipeline
• Diagnose and resolve technical hardware and software issues involving internet connectivity, local networking, and system configuration
• Follow standard processes and procedures with autonomy to creatively solve problems
• Direct players to appropriate support resources
• Offer alternative solutions where appropriate with the objective of keeping players happy and engaged with the service
• Coordinate and collaborate with our teams across the globe
• Maintain up to date knowledge of Star Citizen content, changes and updates, and encyclopedic knowledge of Star Citizen achieved through regular gameplay