Player Experience @ Epic Games

Player Experience

Product Support Specialist, Accounts

Posted on 2/21/2023

INACTIVE

Locations

Morrisville, NC, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Management

UI/UX Design

Communications

Requirements

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

Responsibilities

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!)

WHAT MAKES US EPIC?

At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.

Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.

PLAYER EXPERIENCE

What We Do

Player Experience is responsible for the overall health and happiness of Epic’s players across all consumer products within the Epic Games ecosystem. The Player Experience organization partners closely with internal and external stakeholders, relentlessly driving innovation and continuous improvement on behalf of all Epic’s players.

What You’ll Do

We’re looking for a Product Support Specialist to join the Player Support team at Epic Games. You will help drive improvements to the player experience when contacting Epic Games Player Support for help with topics related to Accounts. This role will be responsible for: finding the best way to handle login related issues, developing and establishing processes/procedures, training for our front line support, analyzing data for trends and reporting, as well as managing the feedback loop between our players and our development teams within Epic Games to push the envelope, and how we support our awesome players!

In this role, you will

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

What we’re looking for

Knowledge of their area of expertise (Accounts) and the tools to support
Customer service experience specially (great bonus if it’s within gaming!)
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

EPIC JOB + EPIC BENEFITS = EPIC LIFE

Our intent is to cover all things that are medically necessary and improve the quality of life. We pay 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. We also offer a robust mental well-being program through Modern Health, which provides free therapy and coaching for employees & dependents.

Throughout the year we celebrate our employees with events and company-wide paid breaks. We offer unlimited PTO and sick time and recognize individuals for 7 years of employment with a paid sabbatical.

ABOUT US

Epic Games spans across 19 countries with 55 studios and 4,500+ employees globally. For over 25 years, we’ve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epic’s award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.

Like what you hear? Come be a part of something Epic!

Epic Games deeply values diverse teams and an inclusive work culture, and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy here.

Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e., a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.

1,001-5,000 employees

Website

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.

Benefits

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