Hey,

so I was wondering who are the ppl that answer your support tickets? Are they part of the development team? Are they different people? And how Would I be able to find such a position? (As what are they Labeled?)

thanks in advance

It depends, Erik. Is the game published by a publisher (a company that paid a developer to make the game)? Or is the game published by the developer who made the game? Is the publisher of the game a big company or a small company? I worked for Activision, and right near my office was the Customer Support department. The people in Customer Support were not developers, and they were certainly not “desperate” (I don't understand where you get THAT idea, or where your “desperate people” question even comes from). They were nice people who fielded phone calls and emails and such. You HAVE to be nice to work the phone in Customer Support.

If you are interested in working in customer support or technical support, you have to have good people skills and spectacular communication skills. If you are in North America, you probably also need a bachelor's degree. And you probably also need some degree of technical skill, and familiarity with the terminology of video games and computer hardware.

@undefined @undefined

Hello Tom,

thank you for your response. I’m so sorry I didn’t mean to write “desperate“ at all ? I meant to write different people. Sorry for the confusion I’m typing on my phone and it must’ve autocorrected wrong.

What field would I need the degree in? And do you know as what they post those job listings as? like “IT-support“ or something?

If you want an IT support job, that's very different. Get a degree in Information Technology if you want an IT support job. IT jobs are entirely different from customer support.

Maybe you should describe exactly what kind of job it is you want.

@undefinedSorry if im confusing. I’m curious as to how I would get a job as a support person who answers game related support tickets.

You mentioned I would likely have to get a degree. In what Field would that degree be in?

What degree would you like to get?

Erik Nivala said:
I’m curious as to how I would get a job as a support person who answers game related support tickets. You mentioned I would likely have to get a degree. In what Field would that degree be in?

Tom Sloper said:
What degree would you like to get?

Tom, how about the degree that would help him get a job as a support person who answers game related support tickets? FFS man, are you tired?

Tom isn't tired or inattentive, there is just not one degree that achieves that goal, Tom is asking what interests the OP?

Anyways, I once applied to a support position with six Foot.

They sent me a questionnaire that asked me about how I would solve certain issues. In the end, they asked me to sell a specific brand of waffle to them, or some such thing. This was 4-5 years ago, so my memory is a bit hazy.

But if you prepare for customer service / tech support jobs, you should be fine.

Now in order to get a customer service job, you can major in psychology, communications, or anything in the social sciences.

Anything that stresses critical thinking and problem solving abilities.

Going into this sector is just standard customer service, ,there is no one size fit all degree that will get you the job.

For Tech support they usually train you on it (I Did tech support for IXL, an education tech company), and they trained you on everything

Also for Tech support, they look for naturally techy people. people who keep up with all the tech trends, and know how to fix computers.

IF I'm to be honest, your goal to be game customer service/ tech support, is a very humble goal, most people want to be more involved in games hence they come here.

I just found my application:9/28/2016

(I didn't make it past this test, so my responses might not be the best or they just had a lot of applicants, who knows.)

Part 1: Sample questions and responses

Below you will find sample questions and/or statements, similar to that which you might receive in an email from a customer. Please formulate a typed response to each. Keep in mind, this is just your immediate response to what the customer provided, but the initial questions could result in multiple contacts with the customer. You may use the internet to research issues (such as the W32/NGVCK.d virus) that you are unfamiliar with, but we ask that you respond using your own words as you might to a customer in an email contact.

1. Steam is telling me my download has been suspended. Please help! I really want to play the game.

Greetings,

Thank you for contacting us, I understand your interest in wanting to get the game up and working as soon as possible.

1st, which product are you referring to? Has this happened before to any other games?

Let’s also check your internet connection, and make sure it’s stable.

Now that’s all good, it should be noted that Steam does pause downloads when other games are running, so please close any games you may have started while you’re waiting for the download to finish.

Hope that helps,

Please let me know if there is anything else, and if this resolved your issue?

2. I have a Microsoft Surface Pro, Intel Quad-core with 64 GB of RAM. Will that run your game, Grey Goo?

Greetings,

I understand you’d like to run Grey goo on your surface Pro. Although our product was designed for standard PC use, it does indeed work with your configuration.

Minor performance functionality issues around map scrolling have been reported, however.

Let us know if there are any other questions or concerns.

3. I’m experiencing FPS drops in Grey Goo. Do you have any suggestions to improve Gameplay Performance?

Greetings,

I understand you are experiencing frame rate inconsistencies.

Please make sure all your video related drivers are up to date. Also, please close any and all other programs and applications on your system that you are not actively using.

Hope that helps.

4. I’ve paid good money for your game, and expect to receive a legitimate and reputable product. Instead, upon attempting to install your game, McAfee is telling me that it detects the W32/NGVCK.d virus in Grey Goo. This is absolutely appalling, that I’ve paid money to have a virus installed on my computer. What kind of racket are you trying to run here? Charging people their good hard-earned money so that you can phish them for information? I contacted Steam, but they do not offer refunds for this type of situation, and insist I contact you. I expect an immediate solution, as well as the return of my money.

Greetings,

I’m sorry that this situation has upset you significantly.

We’ve gotten this concern before from other McAfee users, for our product, and other steam products as well. Upon investigation we’ve determined that this is a false positive that has to do with McAffee’s way of scanning and handling spyware.

We recommend using another antivirus software, such as Spybot or Microsoft security essentials/ windows defender to check and confirm this for yourself.

Thank you for bringing this concern to our attention.

However,

If your still not satisfied, with your product and experience, we can transfer your request to customer service to look into processing your order cancelation.

Thank you for your concern.

5. The game doesn’t work.

Greetings,

Can you please be more specific as to the issue you are having?

Which part of the game are you in?

Download? Installation, menu? In a battle? Etc.

Is there a crash report? If so, what does it say?

Please provide as many details as possible as to your situation.

6. I was playing against RTSLover23, and they attacked me with an epic before I had generated enough resources to respond with an epic of my own. This has happened to me a few times, where other users seem to gather resources much more quickly than I think should be possible. They are clearly cheating using a resource hack. I demand that you demote these cheaters from the leaderboards, remove them from the game, and remove the losses from my record. (TL;DR- I lost so the other guy must be cheating!)

Greetings,

I’m sorry you have not been able to make an epic unit of your own in a competitive match, or harvest as efficiently. However, our developers carefully consider and monitor our game to ensure integrity across all our systems, and we’re unable to look into this or take action without documentation of the issue.

Please provide the time stamps of the replays in question so we can effectively evaluate what occurred.

We are also unfortunately not able to make such sweeping changes based on such limited information.

Thank you for contacting us,

If we are able to find any irregularities in the information you provide, we’ll escalate the issue accordingly.

7. Can I have free customizations? I’m your biggest fan! Give me free things!

Greetings,

We’re really happy that your passionate about our product, however we’re not able to provide any customizations or free products due to our policies.

You can however find “Free” information about our game and future products on our website. Our forums may also be of immense interest to you, since we may announce any promotions there 1st, if any are in the works.

Once again, thanks for your interest.

Part 2: Answer the questions about each scenario.

1. Game instantly crashed on my laptop acer aspire 5755g. This happened right after the intro, the game went to a black screen and then sent a crash report.

· What information do you need to get from the player?

1. Reproduced more than once?

2. What does the crash report say exactly?

3. What OS is being run?

4. How much RAM does the computer have?

5. What Graphics card does the computer have

· What steps would you take troubleshooting this issue?

1. Look up the Crash report once received (follow notes if any)

2. Ask to check compatibility settings

3. Run as administrator

· What are possible resolutions?

(As mentioned above)

2. I am having a problem accessing Support.steampowered.com. What do I do??

· What information do you need to get from the player?5

1. What is the screen showing when they go to the site? (error code?)

2. Which browser is being used?

3. Have they tried another browser?

· What steps would you take troubleshooting this issue?

1. Clear cookies

2. Restart browser

3. Restart computer

· What are possible resolutions?

(unsure)

3. A player is having a sound related issue. He can hear the game sounds and sound effects, but there is no sound coming from the cinematics. His drivers are up to date and is running windows 8.1 64-bit. What are some possible troubleshooting steps for this issue and where would you look first?

Check if the game is 32 or 64 bit

Check if there is an audio card, if that is compatible. And if the settings are set to pick it up.

Maybe the game options menus are set correctly, maybe reset to default.

4. A player is trying to login and connect to an online game through a game launcher. She is using a wireless connection through her laptop. She can access the internet fine, but is receiving a connection issue when trying to connect to the game. What are some possible troubleshooting steps for this issue and where would you look first?

Make sure game server is online, not down for maintenance

Server overloaded?

5. Me, I cannot play (it sits on the menu, instead we are fighting or fighting games) at the end of the game is installed. I just automatically decide, it is really very low absolute minimum opening graphics, this game is played.

· Explain the issue this player is having.

The player just installed the game, and is only able to play it on minimum settings.

Their graphics card is pushing its limits just to run minimum settings, causing stutters in the game.

6. A player is opening up the game launcher to play one of our games. When they load the launcher everything is black. What are some possible troubleshooting steps for this issue and where would you look first?

Graphics error, sometimes can hear the game.

Compatibility if that doesn’t work.

7. A player is experiencing crashes with our game. When looking at a player’s system information you notice a substantial amount of ntdll.dll error reports that are being reported by other similar programs. What does this tell you about the crashes the customer is experiencing? What are some possible troubleshooting steps for this issue and where would you look first?

Could be an antivirus program, misreading files as virus, and trying to block it.

Another program that running may be trying to run another ntdll.dll`, and is conflicting with the game’s .exe

8. You are working overnight and have a phone call from a player that is experiencing an issue no one has seen before. There have been a steady stream of calls and emails coming in. What would you do in this scenario?

Ask for a crash report (if there is one), and detail the problem as much as possible (if there isn’t), see if they can reproduce the issue.

After all that is fully done, tell them to run system diagnostics, and send it

Tell them you’ll log the issue, and have someone get back to them as soon as possible.

Part 3: Answer the following questions about yourself.

1. Why you are interested in Six Foot and this position?

I’m very interested in this position with Six foot, since I’m passionate about RTS games, and want to help grow and represent the brand to our player base.

As said in my cover, I’m also inspired by challenges and big goals.

I resonate with the following excerpt and mission statement from your home page, since my own mission is to learn from the past, listen to the present, and leave a legacy for the future.

Furthermore, throughout my own projects, I strive to get my members thinking about how to explore and solve problems that are philosophical in nature to help develop real world solutions.

The mission statement exemplifies dreamers, which I’m definitely among.

“At Six Foot, “What if?” and “Why not?” are our mantras in the face of a challenge. Our sense of wonder allows us to explore boundless solutions and endless possibilities. Grounded by our past, and inspired by the future, Six Foot builds the kind of experiences that provoke others to think and create. What do YOU think is impossible?”

As for the specific position in question, I see it as a way to serve yet another team who is pushing the boundaries, happy to do that in any way I can.

Beyond that, I’m very detail oriented, and actually like keeping documentation updated. I also typically display positive energy in my communications, and will keep seeking solutions to complex problems, even if I’m not a specialist in all the details. I’m usually able to problem solve the solution, or set of potential options based on general information.

2. What games you are currently playing?

Grey Goo, Command & Conquer, Quantum Break, 8 bit armies, portal, Carrier Command: Gaea Mission, Deus EX: Human Revolution, Sims 4.

3. What experience would you bring to us and how can it benefit our gamers?

I bring a lot of problem solving experiences, mainly in terms of conflict resolution in terms of personnel. Either in a remote dev team, or a clan. I’ve seen a lot of small issues that can come up between diverse people from all over the world. And although my straight up technical experience is limited by the platforms I’m using, I always learn quick, and strive to help get the information or asset people need, as soon as possible.

Furthermore, as a producer for my own RTS mod project, I’ve dealt with a lot of different personalities from the public, and know how to both look at a situation from both the community perspective, and a developer perspective. With such insight, I’m better able to determine what needs escalation, and what doesn’t. Being able to bridge that gap to both keep and engage an RTS community, as a whole, or one on one.

4. Do you prefer waffles or pancakes? Convince me why I should support your claim.

Well, I used to really like waffles, especially “Ego”, haven’t had waffles in a long time, and dam that pistachio butter business goes down smooth. Used to have this Waffle maker. Ahh the old days.

But Pancakes? Now those are not too bad, especially with a good egg, but the issue with them is if you put too much syrup on em, they get too soggy. At least with waffles they hold their shape. Even when you put on the jam it gets a bit too wet.

Waffles have the dignity to hold their consistency, usually no matter what you put on them. And who can forget that crunch? That yummy satisfying golden flaked munch you get when you bite into a freshly baked waffle?

Those satisfying flakes that allow you to take one bite at a time?

The thing about pancakes is they are only good if your wrapping something in them. And if you’re not, it’s just a bunch of flower. Their texture just tastes off. And who can forget those times portions of a pancake get burned. And then you need to decide if you should eat around the area or not?

At least with waffles they either come out good, or bad, none of that uncertainty that maybe this bit of black will give me cancer or something.

With the drippy mess that are pancakes, it’s just not worth the potential hassle. Furthermore, with every bite you take, you have to worry in the back of your mind if this bite will tear the entire thing apart. And then eat it with a knife and fork afterword’s.

With waffles, you get to use your hands, and feel that warmth of the freshly baked patty.

In the end, it’s all about the consistency. Do you want something you know you can rely on? Or something that cold get messy really really quick?

GeneralJist said:
Now in order to get a customer service job, you can major in psychology, communications, or anything in the social sciences. Anything that stresses critical thinking and problem solving abilities. Going into this sector is just standard customer service, ,there is no one size fit all degree that will get you the job. For Tech support they usually train you on it (I Did tech support for IXL, an education tech company), and they trained you on everything Also for Tech support, they look for naturally techy people. people who keep up with all the tech trends, and know how to fix computers.

Excellent answer.