At a Glance
- Tasks: Support players by troubleshooting issues and ensuring a top-notch gaming experience.
- Company: Join Rebellion, a creative indie game developer with a passion for innovation.
- Benefits: Enjoy 22 days holiday, private medical insurance, and loads of perks!
- Other info: Work in a relaxed, open-plan office in beautiful Oxford with great transport links.
- Why this job: Be part of a vibrant team and make a real impact in the gaming community.
- Qualifications: Customer support experience and a love for shooter and action games.
The predicted salary is between 30000 - 42000 £ per year.
For 30 years we\'ve been independently developing and publishing incredible video games at our multiple studios founded by Jason & Chris Kingsley, but Rebellion is more than just games. We have our own film studio, we create board games, publish books, and through 2000AD, publish comics and graphic novels such as the amazing Judge Dredd.
We are excited to announce that we\'re looking for a new team member to join our Player Support team!
As part of Rebellion\'s marketing department you will play a key role in providing direct support to our players across a wide range of titles. In this role you will be responsible for responding to inbound communications from players, helping to troubleshoot issues and ensuring every interaction reflects our commitment to delivering an excellent player experience. You will bring a problem-solving mindset, clear communication skills and a genuine enthusiasm for games to help us provide the highest standard of support to our community!
This is a hybrid role based at our riverside headquarters in Oxford, offering a creative and relaxed atmosphere where teamwork drives our success. We can provide a relocation package, including moving assistance, temporary accommodation, and full support to ensure a smooth transition to your new environment.
Responsibilities:
- Taking responsibility and ownership for excellent service to Rebellion\'s player base on current and legacy gaming IP via an open, honest and consistent tone of voice.
- Building an excellent knowledge of Rebellion\'s gaming products and services to answer queries accurately.
- Developing and maintaining positive working relationships with internal stakeholders, including Production, QA and other development teams, to relay key information, and to advocate for community priorities.
- Accurately recording and summarising bug reports from players, and coherently communicating them alongside the Community Team to development teams.
- Managing and acting on in-game behaviour reports of cheating and other negative behaviour with an objective and consistent approach.
- Writing and updating informative and accessible self-help guides, FAQ articles, and patch notes for our Help Centre to assist and advise customers and players.
- Proactively keeping up to date with the player support and customer service spaces, and opportunities to further improve and level up the support experience for our players.
- When relevant, working with external vendors to advise on responses to requests and ensure the maintenance of quality service.
Requirements
- Previous experience working in customer support administration and management.
- Excellent customer service skills.
- Good knowledge of shooter games, action games and current online game communities.
- Excellent written and verbal communication.
- Ability to communicate detailed solutions to any problems encountered.
- Good time management skills and the ability to work under pressure to tight deadlines.
- Educated to Bachelor\'s degree level (or other equivalent) is preferable.
- Prior experience with Jira and Zendesk is a bonus.
Benefits
We offer an extensive benefits package to our team including:
- 22 days holidays + Christmas closure (typically 4 days) & Bank holidays (increasing with service at 5 years - one day each year until you reach 31 days)
- Private Medical Insurance, healthcare cash plan, including dental and Vision
- Life Assurance, Income Protection & Critical Illness Cover
- Enhanced Family Leave
- Interest Free, Tax-Free loans
- Enhanced Pension Scheme
- EAP a range of Mental Health and Wellbeing Support
- Plus loads more... including a wide range of discounts, freebies, and social events!
Life at Our Oxford HQ
Our riverside headquarters in Oxford places you a short walk away from the city centre. Renowned for its rich historical backdrop and esteemed educational institutions, Oxford offers a unique blend of tradition and modernity, with its beautiful architecture and green spaces.
Oxford also boasts excellent transport links, making it easy to navigate both the city and the wider country. The city\'s train station, just a short walk from our studio, offers frequent services to London, as well as direct routes to major cities like Birmingham, Manchester, and Reading and we also offer free parking at the studio.
Our open-plan office promotes teamwork and innovation, with regular interaction with senior management and other departments, alongside access to free hot drinks, a handy tuck shop onsite and a range of local pubs, cafes and dining options nearby helping make every workday enjoyable!
Inside Rebellion
Whichever team you join at Rebellion we are proud of our open, friendly, and creative atmosphere. We love what we do, and we have fun doing it! As a big indie developer, we have complete creative freedom over our titles which allows us to work on a massive variety of projects across all the major platforms.
Find out more about us here
Our size, stability, and the variety of in-house expertise across multiple industries, makes Rebellion completely unique! We work in our own way, and we celebrate that as the key to our success. We foster an inclusive culture where you are encouraged to be yourself, to express your creativity and your talent. We are people focused and will support you in every way to can be the best at what you do. We recognise the importance of enjoying what you do and having a healthy work-life balance. We offer a friendly, creative, and relaxed working atmosphere, with sensibly managed projects and a wide variety of benefits and development opportunities for all our teams to ensure you are fully supported with your physical and Mental Well-being.
We are actively recruiting for a diverse team and continue to add to our culture of growth and inclusion. Rebellion encourages innovation in all areas, and we look forward to hearing how you can help us to be better. We encourage all demographics of culture, gender, ethnicity, neurodiversity and beyond, because a representative team makes better products.
If you are interested in working at Rebellion, but this role doesn\'t sound quite like you, we\'re recruiting for a range of positions across the studio and we\'re always happy to receive speculative applications via our website. Visit our Careers website to view all our live vacancies: Rebellion: Careers
Right to Work Statement
This role is only open to applicants who have the permanent right to work in the UK. We are unable to provide or take over visa sponsorship, either now or in the future. Applicants must therefore be able to demonstrate their ongoing eligibility to work in the UK without the need for employer sponsorship.
#LI-Hybrid
Player Support employer: Rebellion
Rebellion is an exceptional employer, offering a vibrant and creative work environment at our riverside headquarters in Oxford. With a strong focus on employee well-being, we provide extensive benefits, including private medical insurance, enhanced family leave, and a supportive culture that encourages personal and professional growth. Our commitment to inclusivity and innovation ensures that every team member can thrive while enjoying the unique blend of tradition and modernity that Oxford has to offer.
StudySmarter Expert Advice🤫
We think this is how you could land Player Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rebellion. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Rebellion before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Player Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Rebellion:Your cover letter is your chance to shine! Tell us why you want to work at Rebellion specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Rebellion!
How to prepare for a job interview at Rebellion
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
