Support Tools Administrator

United States

Apply with AI Apply

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Video GamesIndustries

Requirements

Candidates must have 3+ years of experience as a CRM administrator supporting multiple brands in player/customer support. They require 2+ years of experience in business process analysis, system design, implementation, and administration, as well as process analysis and optimization. Strong organizational, communication, and problem-solving skills with a passion for continuous improvement are essential. The ideal candidate is detailed, deadline-oriented, able to prioritize issues, and work collaboratively with diverse teams. Familiarity with Helpshift/Zendesk/Salesforce, SaaS Customer/Player Support Experience, Data Visualization, and playing games across various platforms are considered advantageous. Applicants must be authorized to work in the U.S. without sponsorship.

Responsibilities

The Support Tools Administrator will design and maintain the player support portal, aligning it with company initiatives, values, and mission. They will facilitate testing and deployment of new systems, work cross-functionally with dev teams to design and implement solutions, and recommend custom vs. out-of-the-box solutions for platform enhancements. Responsibilities include maintaining a player-facing knowledge base, creating and maintaining reporting on contact data, troubleshooting system issues, providing training and support to end-users, and maintaining detailed documentation. The role also involves collaborating with LiveOps to mitigate impact and being on call to handle emergent issues affecting the player support operation.

Skills

CRM administration

Business process analysis

System design

System implementation

System administration

Process analysis

Process optimization

Data reporting

Player support portal design

Knowledge base maintenance

Troubleshooting

End-user training

thatgamecompany

Develops visually stunning, emotionally engaging games

About thatgamecompany

thatgamecompany develops video games that focus on exploration, beauty, and emotional connection. Their games, such as "Sky: Children of the Light," "Journey," "Flower," and "Flow," are designed to be visually stunning and accessible to a wide audience, including casual gamers and families. The gameplay emphasizes shared experiences and emotional resonance, making them appealing to players looking for more than just entertainment. Unlike many competitors, thatgamecompany prioritizes artistic quality and emotional depth in their games, fostering a collaborative and experimental work environment that encourages innovation. Their goal is to create unique gaming experiences that resonate with players on a deeper level.

Santa Monica, CaliforniaHeadquarters

2006Year Founded

$190.8MTotal Funding

LATE_VCCompany Stage

Entertainment, GamingIndustries

51-200Employees