Live Operations Associate (Customer Service) Portuguese Speaking

Smilegate West Inc. is the North and South American publisher of its parent company Smilegate, headquartered in South Korea. The Company specializes in Free-to-Play online games such as CrossFire. Founded in 2006 with a goal of becoming a leading publisher and digital media distributor of online video games, the Company is built on the principle that online, community-based video games offer unique and compelling gaming experiences with untapped mass market potential and wide social appeal.

The Toronto office employs a staff of widely-talented and culturally diverse employees, led by an experienced and imaginative management team. In publishing CrossFire, one of the most played online FPS games worldwide, with over 6 million concurrent users and 500 million registered players, currently available in 80 countries including China, Vietnam, North & South America, and Europe, Smilegate West Inc. continues to deliver the highest quality free-to-play game experience through its proprietary gaming portals, Z8Games.

For more information about the company and its current product offerings, please visit www.smilegatewest.com and www.z8games.com.

Position Summary

The Live Operations Associate (LOA) is responsible for providing support to the on-line gaming community for all issues and ensuring all accounts are properly monitored and managed.

Please note:

• This position is a contract role, with the possibility of extension.
• This is a hybrid position, with 2 days in office and 3 days work from home until further notice.
• If you do not answer all screening questions asked when applying, your application may not be considered.

Position Responsibilities

Ticket Management

• Answering online tickets from the support center based on assigned section – Crossfire/Billing/Accounting
• Conducting research on game issues, reviewing the evidence the players submit, looking into event rewards queries
• Analyzing bug reports submitted by players; confirm if there is an issue and report to QA
• Troubleshooting technical issues with player until successful resolution is in place
• Reviewing evidence on violation reports; based on findings, take the necessary action with the account
• Suspending player accounts; inform player of issue and suspension time line
• Conducting account verification for customers that have a lost account or scammed accounts

Game Monitoring & Reporting

• Monitoring of the CCU graph to determine if there are any issues with the game
• Regularly playing game to ensure it is properly working for the user
• Monitoring social media and the game forum to see if any issues/concerns arise from players
• Compiling data from various sources and provide to Producers, Leads and QA in order to resolve issues/concerns or share feedback from players
• Assisting QA in testing of games to ensure game is properly functioning

Marketing/Communication

• Making announcements re: game issues, events, maintenance schedule using a variety of mediums i.e. social media, forum
• Engaging players via forum regarding feedback and offer information on game updates
• Answering basic questions related to the game via social media, forum or in game
• Hosting and participating in game master events, live streaming on Twitch TV and gaming YouTube

Relationships

• LP Team
• QA Team
• Online Gaming Community

Culture

• Fast paced environment with pressure
• Friendly environment whereby colleagues are helpful and collaborative
• Multiple priorities at any given time requiring a high-level of organization and time management

Position Outcomes/Objectives & Standards of Performance

1. Ticket responses are handled in a timely and accurate manner.

Regular sampling and evaluation done by product managers (PMs) and/or managers of present and past tickets confirms quality responses with effective solutions. Weekly/monthly CS reports are also used to measure the quantity of tickets resolved.

2. Various channels of communication with the users are maintained and moderated properly.

Various channels of communication, such as forums, SNS and in-game, are maintained and moderated in a way that upholds the company’s values and results in positive feedback from the stakeholders.

3. Tasks delegated by the PM or other team members are completed in a timely manner while maintaining high quality of work.

Feedback from team members are positive regarding the task.

4. Reporting and internal communication is efficient and of high quality.

Information is collected and shared with the team in an efficient and effective manner.

5. Incumbent demonstrates behaviours aligned with the organization’s values, vision and mission statement.

Feedback from stakeholders and team members confirms that incumbent consistently demonstrates actions aligned with company’s values.

Required Behaviour, Skills, and Knowledge

• 1 to 2 years of previous customer service experience is required
• Excellent written and verbal communication skills in English & Portuguese is a must
• Experience in the gaming industry is required
• Passion for on-line gaming is a strong asset
• Technically proficient with Microsoft Office
• Ability to interpret customer needs
• Basic understanding of computer hardware/software
• Team oriented with solid interpersonal skills
• Ability to respond to issues and provide quick, timely resolution

--- --- --- --- ---

Smilegate West, Inc. is an equal opportunity employer committed to diversity and inclusion. Smilegate West, Inc. will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please contact Human Resources.

We thank all applicants for their interest in Smilegate West, however only those eligible to work in Ontario with a valid work permit and selected for an interview will be contacted.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• Casual dress
• Company events
• Flexible schedule

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Toronto, ON M2N 7E9: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 1 year (required)

Language:

• Portuguese (required)