Job Details
**Product Operations**
**Game Support specialist (R22351)**
**Department**Product Operations
**Location**Cary
North Carolina, United States
**Company**Epic Games
**Requisition ID**R22351
At the core of Epics success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether its building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, were always innovating.
Being Epic means being a part of a team that continually strives to do right by our community and users. Were constantly innovating to raise the bar of engine and game development.
**Gameplay Support at Epic**
**What We Do**
Unreal-powered projects have been on the bleeding edge of real-time entertainment for over 20 years. Our team of engineering experts are always innovating to improve the tools and technology that empower content developers worldwide.
**What You'll Do**
Were looking for a Gameplay Support Specialist to own the player experience when contacting Epic Games for help with Fornite and all related topics, including competitive events, crossover events, feedback and bug reporting and overall in-game experience. This includes keeping the support front line informed, trained and equipped to handle incoming issues, reporting on trends, sensitive issues and overall support performance and pushing the envelope on how awesome we can support one of the best games ever!
**In This Role You Will**
* Be the expert in your discipline (Fortnite gameplay) and ultimately responsible for solving player issues.
* Responsible for the overall health of a defined product queue in Epic Customer Support (CSAT, etc.).
* Owns knowledge (processes, procedures, macros, FAQs, tagging) for your product (Fortnite).
* Generates quality content to refine into training materials.
* Maintains a working relationship with Epic Product teams for incoming news and features, and outgoing feedback and PS data.
* Accountable to agents and customers/players for knowledge quality and speed of delivery.
* On-call for emergent issues within their Produ ct
**What We're Looking For**
* A gamer by heart!
* Knowledge of the product (Fortnite) they own and the tools to support
* Previous professional work experience in a call center or gaming support organization
* Evidence of strong collaboration, especially when remote.
* Documentation creation, especially procedures and process guides.
* Customer service experience (great bonus if it's within gaming!)
* Technical writing
* Strong written and verbal communication
* Process documentation
* Process mapping, journey mapping
Epic Games spans across 12 countries with 32 studios and 3,000+ employees globally. For over 25 years, weve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epics award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.
Epic Games deeply values diverse teams and an inclusive work culture, and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy .