Player Support Specialist

Allow us to introduce ourselves:

Exient is a leading video game developer and publisher with 24 years of experience. Our extensive portfolio boasts a range of games across mobile, PC, console and handheld and includes titles such as Lemmings, Angry Birds Transformers, F1, Madden, FIFA and many more.

We are based in both Malta and the UK and we currently have a little over forty people in our team across the two locations, it's a multicultural group of hardworking friendly people.

Since we were founded (way back in 2000), we have worked with some amazing partners including companies like Activision, Disney, EA, Sony and Ubisoft and we have made some great games together.

We are expanding and are looking for talented and driven staff with a passion for gaming.

Your mission as A Player Support Specialist!

We are currently looking to recruit a Player Support Specialist who will provide first class support to our player-base across multiple channels. Your responsibilities will include responding to support requests, social media messages and app store reviews while also engaging with our community on social media and Discord. You will also collaborate with internal teams to solve technical issues, and contribute to our community strategies. We're seeking someone with a background in customer service, a passion for gaming, strong communication skills, and the ability to think critically and innovate solutions. If you're ready to drive user loyalty through outstanding service, we want you on our team.

Responsibilities include

• Addressing player inquiries and resolving issues efficiently via our ticketing system.

• Engaging with and responding to player reviews on the App Store and Google Play to maintain a positive image of our games.

• Providing timely and helpful responses to queries on various social media channels and Discord servers.

• Developing an in-depth understanding of our games to offer informed guidance and serve as a representative voice of the player within our organization.

• Collaborating closely with our internal QA, production, and development teams to identify and rectify technical problems and bugs.

• Fostering user loyalty by consistently delivering exceptional service that exceeds expectations.

• Playing an active role in shaping and executing studio-wide community strategies.

Required

• Demonstrated experience in customer service roles or similar positions.

• Familiarity with Helpshift or other customer service platforms is advantageous.

• Experience with navigating and responding to reviews in the App Store and Google Play is a valuable asset.

• Genuine passion for video games and a keen interest in contributing to the gaming industry.

• Proficiency in written and verbal communication in English, with additional language skills being a plus.

• Knowledgeable about Discord and its functionalities.

• Previous experience within the gaming industry is preferred but not essential.

• Basic understanding of social media dynamics from both user and professional perspectives.

• Exceptional interpersonal skills, enabling effective communication with players and internal teams.

• Ability to work autonomously with minimal supervision while also collaborating effectively within a team.

• Strong analytical, troubleshooting, and problem-solving abilities, coupled with critical thinking skills to devise innovative solutions for clients and players.

All applicants must be based in Malta