Navigator Games Looking for Customer Support/QA at Vancouver, BC Full Time

Navigator Games is an established developer known for our immersive RPG titles based on renowned IPs (Avatar Generations, Iron Maiden: Legacy of the Beast). Do you enjoy working in an agile space where no day is quite the same? Are you a resourceful and collaborative individual who enjoys gaming? Then we want to hear from you!

Our Customer Support/QA will flex between looking after Avatar: Generations community through Zendesk support while also reporting on usability, playability, probing and troubleshooting with players and identifying areas of the game which could be improved. This role will work closely with the Community Manager to help monitor player issues, feedback and support.

WHAT THE JOB ENTAILS:

• Respond in a timely manner to Support Tickets and follow up with players to obtain more information and troubleshoot
• Work closely with QA and Development to help resolve issues
• Work with Community Manager to monitor Social Channels for support and troubleshooting
• Support and engage players in a high quality, fun and empathetic 1:1 discussion
• Document live game issues in order to improve overall game experience and user satisfaction
• Utilize proprietary and external tools and resources to identify and resolve player inquiries
• Maintains technical proficiency through continuous research and development in game information/policies and toolsets
• Timely communication with all team members to drive quick resolution for guest facing issues
• Consistently treat all guests and fellow employees with respect and contribute to a positive work environment

• Identify software defects, run test cases and verify fixes
• Effectively communicate the status of the project to management and the development team
• Proactively gather feedback from clients and monitor customer satisfaction
• Able to test in fast-paced environment with both long and short development cycles
• Participate in review of requirements and designs
• Able to support live rapid deployment online service

HOW WE’LL KNOW YOU’RE A FIT FOR THE JOB:

• High School Diploma or equivalent
• 2+ years of customer service experience in an online support environment
• 1+ years of QA experience in the games industry, with a preference for mobile games testing
• Have a passion for mobile gaming, bonus points if you love RPGs
• Excellent verbal and written communications skills
• Proficiency of the Google Office Suite (Sheets, Docs, Gmail, Drive, etc.), and ticket-based support systems (i.e. Zendesk)
• Proficiency with bug database software (Jira) and test suite management software
• Experience with Perforce, SVN, Unity is an asset