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Customer Support Analyst

Victoria, BC
Full Time
A month ago

The Customer Support Analyst role at KIXEYE is a hybrid of Customer Support and Quality Assurance, focused on ensuring a stable and fun player experience above all else! Support Analysts answer inbound support tickets and chats from KIXEYE players; as well as performing basic quality testing for features and content across multiple KIXEYE games. We hunt down bugs and help fix them - plus we get to play video games throughout the day!


In a Customer Support capacity, you will assist our most valuable customers with issues ranging from missing in-game items, to more complex technical troubleshooting. Our support is email-based, with short sessions each day providing live chat support. KIXEYE’s fans are some of the most dedicated gamers on the planet, and we strive to serve them with the fastest, most personalized and comprehensive support in the industry. 


In a Quality Assurance capacity, you will have the opportunity to work with every department on the game team! Iteration on our products is rapid, with new content releasing every week. You will frequently be testing new features before they are fully complete, and will need to interact directly with the minds behind a feature to ensure anything that goes live in our game works as intended, makes sense to our players, and is fun! Trying to get your foot in the door of the gaming industry? This might be the perfect opportunity.




Customer Support

  • Answer a minimum number of tickets when not assigned to other tasks
  • Maintain a quality level of at least 95% accuracy when answering tickets
  • Become an expert in two of our titles, familiarizing yourself with all aspects of gameplay, and staying on top of all new and changing content
  • Must be able to understand and troubleshoot complicated technical issues, and explain them in an easy to understand manner
  • Manage additional responsibilities such as queue monitoring, social media channel monitoring, credit disputes, and app store reviews


Quality Assurance

  • Collaborate with designers, engineers, and product managers to understand feature and improvement specifications, and develop testing plans to assure the quality of these features and improvements can be achieved within development timelines
  • Execute test plans and seek to refine methodologies over time
  • Assist with product releases and live issue diagnosis as needed
  • Have passion for the game and a sensitivity to the user experience -- be your game’s resident expert!


Skills and Requirements


  • Ability to type at least 50 WPM
  • Strong customer-centric, written communication skills
  • Some customer support or QA experience preferred, but not required for standout communicators with strong work ethic
  • Able to negotiate between detail-oriented, thorough work and an urgency to get tasks signed off and shipped. Prioritization of what’s important!
  • Able to manage a fast-paced team environment; you will need to communicate with leadership to ensure you have all resources necessary to perform your job


KIXEYE is committed to inclusive hiring practices! All are welcome; diverse candidates, women, and LGBTQ+ persons are strongly encouraged to apply.

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