Player Support Specialist (Contract)

ABOUT US

Mountaintop is a new game studio creating multiplayer games for players who crave a challenge. We’re an independent, remote-first studio primarily located in the US and Canada.

We’re creating the types of games that bring people together — and keep them together for “just one more round.” The types of games that inspired us as kids. The games that become our hobbies, and sometimes our obsessions.

Games are a reflection of the teams that make them. So to make the best games, we’re building a studio that puts the team first — one that's collaborative, anti-crunch, diverse, and inclusive.

We’d love for you to join us.

THE ROLE

We’re looking for a Player Support Specialist passionate about improving the player experience. Player Support Specialists are crucial to creating and improving player support processes in addition to identifying pain points for players and implementing process improvements to remove these.

YOU’LL BE RESPONSIBLE FOR

• Providing personalized assistance to players, ensuring their concerns are addressed promptly and effectively
• Engaging with external partners to manage and resolve intricate player interactions on a one-on-one basis
• Writing example messaging that support agents can use for various types of issues that players might encounter
• Developing and documenting streamlined support procedures tailored to prioritize player satisfaction, applicable to both internal teams and external partners
• Crafting informative articles for our external knowledge base, empowering players to resolve common issues independently
• Working closely with quality assurance and development teams to investigate and resolve emergent issues reported by players promptly
•  Scrutinize quality control audits conducted by external partners, ensuring alignment with internal standards to maintain consistent service quality

ABOUT YOU

• A love for playing and making amazing games
• Previous experience in customer service or player support, preferably in the gaming industry
• Familiar with helpdesk ticketing systems or community support platforms like Discord or Zendesk
• Previous experience with reporting issues in Jira
• Excellent communication skills, both written and verbal
• Strong problem-solving abilities and a passion for helping others

PLUSES

• Previous experience supporting a competitive title

Mountaintop Studios Inc. is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Additionally, Mountaintop Studios Inc. participates in the E-Verify program in certain locations, as required by law. 

Mountaintop Studios Inc. is committed to providing reasonable accommodations during the employment process. If you are in need of accommodations during the employment process, please contact HR for assistance at [email protected] .