Game Support Specialist

Star Citizen is a game with a large and passionate fanbase. Supporting those players requires an in-depth knowledge of Star Citizen, our pledges and a firm understanding of computer hardware, software and networking concepts. 
Our Game Support group is the first port of call for many of our players when they have questions about Star Citizen. We cover everything from “how do I do this in the game?” queries from some of our newer players up to detailed technical troubleshooting and guidance for our seasoned veterans. 

In this role you will work closely with Player Relations, Platform and Community teams across our offices ensuring that our players have a high quality and personalised support experience. You will diagnose and troubleshoot a wide variety of player issues as well as collaborating with our outsourcing partners to identify trends and continually improve our support processes. 

Founded in 2012, Cloud Imperium Games creates cutting-edge videogames that defy expectations. We’re currently developing Star Citizen, a record-breaking multiplayer online space sim, and Squadron 42, a cinematic single-player adventure set in the same universe. Join us as we break boundaries and make videogame history. 

For more information about life at Cloud Imperium Games, check this out - https://youtu.be/cXjp7SRBpIA  

What does a Senior Game Support Specialist at CIG do?  

• Provides exceptional customer service to all our Star Citizen players when they have questions or issues with our game and services 

• Processes customer inquiries related to game bugs/feedback, pledge management and technical troubleshooting 

• Monitor and report on trends in our support tickets, escalating high impact issues to our platform and development teams 

• Collaborates with teams across CIG to find solutions to complex technical issues 

• Assists in the evolution of our internal processes and documentation to keep pace with the development of Star Citizen 
   

What do we expect from our Senior Game Support Specialist? 

• An ability to work with a high degree of care and attention to detail when troubleshooting complex issues 

• Excellent communication and collaboration skills. Building strong relationships across the company is vital to success in this role 

• A desire to troubleshoot and get to the root of a problem 

• An empathetic approach to interacting with our backers. Many have pledged significant amounts of money in Star Citizen and care deeply about project 

• A natural desire to be proactive and drive improvement. Our processes, policies and people need to evolve alongside our games 

• Ideally you have experience in similar customer-facing roles   
   

So, if you are an enthusiastic and self-starting Senior Game Support Specialist, please apply for this role immediately!  

Diversity Statement 

CIG is a global company, staunchly committed to cultivating a culture and workplace that celebrates all backgrounds, lifestyles, and perspectives. Together, we are creating a space where authentic recognition, appreciation, and understanding of the importance of diversity is fostered by everyone. As an Equal Opportunity Employer, we strive to build a team that represents all walks of life, and we want every employee to bring all the things that make them unique to the work environment. The universe is as vast and varied as the people in it, and it’s our differences that make it special. 

Fraud Statement 

We are aware of people receiving job offers that fraudulently allege to be from CIG. These types of fraud can be carried out through false websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal info like bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. 

If you suspect fraud, please report it to your local authorities, as well as reaching out to us at [email protected] with any information you may have.