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Online Support Manager (m/f)


Job description

Help Deep Silver Publishing take some of the most exciting AAA brands to the next level by becoming part of our international organization. Deep Silver is structured in a flat configuration where innovation, passion and individual contribution are valued and rewarded. If you are detail driven, a gamer and have a high willingness to learn and grow, you’ll fit right into our dynamic and experienced team.

The Technical Support Manager is responsible for managing an external support agency and providing all necessary information and briefings on a frequent basis to enhance and support the technical support for one of our online games.  For this position we are looking for an experienced candidate who will be working very closely with all internal and external stakeholders.

Responsibilities

Primary

  • Optimizing processes to/with the external support agency
  • Building up a volunteers support team (50+)
  • Developing and managing an effective system to ensure a high level support
  • Briefing and coaching on how to proceed with diverse technical challenges arising
  • Assuring constant information flow in all directions, internally and externally
  • Developing mature processes of knowledge transition
  • Working closely with the teams Technical Support, Producing, QA and Community Management

Secondary

  • Being involved in optimizing general process improvements
  • Interact positively and effectively with employees at all levels within the organization
  • Have fun at work and be an enthusiastic team player

Required:

Primary skills and abilities

  • A passion for video games across multiple genres and platforms
  • Approximately 3+ years’ experience working in a support manager position (1st and 2nd level support) in the games industry
  • Minimum 1 year experience in leadership, managing teams of equivalent size and experience and working with global / diverse teams
  • Experience implementing support of existing and new products / solutions
  • Ability to attract, develop and retain talented team of volunteers
  • Demonstrated experience managing a team of 50+ volunteers
  • Excellent verbal and written communication skills in English
  • Strong willingness to learn and share knowledge
  • Excellent interpersonal, relationship and negotiating skills
  • Excellent organizational skills
  • Ability to influence and drive change

Beneficial Further Experience

  • Strong problem solving skills and ability to make swift, sound decisions
  • Familiarity with development consoles and tools including bug  tracking systems (e.g. JIRA)
  • Experience with scripting languages and databases
  • Experience/Educational background in Games Design/Writing
  • Experience in online gaming
  • Strong familiarity with 1st Party Technical Requirements i.e. TRC, XR, etc.
  • Flexible and adaptable to quick changing environment(s)

Job Status:

  • Temporary, duration based on the project
  • Start: immediate
  • Based in Munich, Germany

Applications:

Interested candidates please send your complete application including your desired salary and how you heard about us.

Deep Silver / Koch Media GmbH
Christian Moriz
International Director Production
Lochhamer Str. 9
82152 Planegg/München
EMail: Christian.Morizdeepsilvercom

 


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