Community & Support Specialist

Why Nixxes:

Nixxes Software is an industry-leading Dutch company specializing in video game design, development and porting. Working alongside global partners since 1999, our work is fueled by a love for gaming and commitment to innovation. Our Utrecht based team prides itself on delivering the best possible experience for every gamer, regardless of platform. In July 2021 Nixxes joined PlayStation Studios to focus on delivering the highest-quality gameplay experiences for PlayStation fans.

Community & Support Specialist

Nixxes Software is looking for a Community & Support Specialist to help deliver the best possible experience for our players. In this role, you are responsible for investigating and responding to support requests from our PC players. As part of the community team at Nixxes, you will work closely together with internal and external QA departments, and development teams within Nixxes to help to continuously improve our titles and our support workflow.

As a Community & Support Specialist at Nixxes, you develop a deep understanding of all our released and upcoming games, both in terms of gameplay and on a technical level. This knowledge helps you to support our players to the best of your ability.

We are looking for someone with an excellent understanding of hardware and software used in PC gaming and strong troubleshooting skills. As part of the community team, you will also have opportunities to assist with communication plans, social media and organizing events.

This role is open to both junior and experienced candidates.

Responsibilities

• Investigate and respond to support tickets, assess priority and impact, categorize, and keep track of potential issues.
• Communicate with players to help troubleshoot issues and discover potential bugs.
• Assist with writing support documentation such as FAQs and patch notes for existing and upcoming titles.
• Help investigating and reproducing potential complex bugs together with our QA and development teams.
• Track player sentiment and look out for reports of potential issues on forums and social media.
• Work together with PlayStation Studios worldwide on multiple projects simultaneously.

Qualifications/Requirements

• Excellent high-level understanding of hardware and software used in PC gaming.
• Strong knowledge of current PC gaming trends.
• Strong analytical and problem-solving skills.
• Strong communication and writing skills in English.
• Experience working with technical teams to identify and solve issues.
• Ability to work independently and collaborate with multiple teams.
• Must live in the Netherlands, this is not a remote role.

Pluses

• Experience in the games industry.
• Experience in technical customer support.
• Familiarity with PlayStation games on PC.
• Familiarity with customer support platforms and bug tracking software.