Player Experience
Product Support Specialist, Accounts
Posted on 2/21/2023
Morrisville, NC, USA
Experience Level
Desired Skills
Customer Service
UI/UX Design
  • Knowledge of their area of expertise (Accounts) and the tools to support
  • 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
  • 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
Desired Qualifications
  • Customer service experience specially (great if it's within gaming!)
Epic Games

1,001-5,000 employees

Video game developer (makers of Fortnight)
Company Overview
Epic is a leading interactive entertainment company and provider of 3D engine technology. Epic operates Fortnite, one of the world’s largest games with over 350 million accounts. Epic also develops Unreal Engine, which powers the world’s leading games and is also adopted across industries such as film and television, architecture, automotive, manufacturing, and simulation. Through Unreal Engine, Epic Games Store, and Epic Online Services, Epic provides an end-to-end digital ecosystem for developers and creators to build, distribute, and operate games and other content.
  • Health coverage - 100% of the premiums for both you and your dependents. Our coverage includes Medical, Dental, a Vision HRA, Long Term Disability, Life Insurance & a 401k with competitive match and profit share
  • Robust mental well-being programs & free therapy and coaching for employees & dependents
  • Unlimited PTO & sick time
  • Paid sabbatical