Player Support Assistant

Are you a quick learner and enthusiastic about working in the gaming industry? Do you enjoy working in customer support and have top-notch communication skills in English? Small Giant Games, one of the highest performing mobile gaming companies in the world, is now looking for a Player Support Assistant to join their team of nine professionals in Helsinki — could it be you?

As a Player Support Assistant , you will join the Player Support & Community Team that serves the ever-growing and committed player base of the live games Empires & Puzzles and Puzzle Combat. The team serves as a bridge between the players and Small Giant Games’ talented development and QA teams, ensuring unforgettable and high-quality gaming experiences.

More specifically, you will play an important role in guiding the players through gameplay and technical issues. You will work alongside an external support team, and on a daily basis you will assist in handling escalated tickets that are brought to your team’s attention. Player safety and security is a crucially important responsibility, and your team strives to continuously develop and improve the ways of working and tools to ensure this. In addition, you will engage in various smaller community management related tasks, including participating in our Community Forum, planning and handling social media, maintaining player help FAQs and gathering player feedback. Whether you have years of customer support experience or you’re a more junior talent, we’d love to hear from you!

We hope you have at least the following qualities:

• Full working proficiency in English and top-notch written communication skills

• Some prior customer support experience - you already know that this is the field where you want to continue to develop

• Motivation to solve problems and create great player experiences

• Strong ability to multitask, prioritize, and work independently

• Strong analytical, troubleshooting, problem-solving, decision-making abilities and lateral thinking capacity

• A razor sharp mind and confidence to learn new technologies and systems quickly

We consider as an asset:

• Passion for the gaming industry and mobile games

• Experience with CRM-tools (your team works with Helpshift)

Small Giant Games offers you the following:

• A driven group of talented colleagues who all work towards the common goal of becoming the best free-to-play mobile gaming company in the world!

• A chance to learn about the gaming industry with the support of highly skilled and helpful colleagues and a committed player community

• A meaningful and versatile role that offers interesting challenges every day!

• A great onboarding process, with everyday support to help your learning and enabling you to become a pro in player support

• An office located conveniently in downtown Helsinki, with fun office pastimes and flexible remote working possibilities

• Benefits such as lunch, sports and culture benefits as well as extensive health and dental care and comprehensive travel insurance

Is this your opportunity? Please submit a short cover letter (detailing your motivation and relevant skills for the position) and your CV via our application system. Please also mention your salary request and the earliest possible starting date in your application documents. The position will be filled as soon as the right candidate has been found, so do not hold out on your application!

The application deadline is Thursday 15 December 2022. If you’re selected to the next stage the first interview will be with Small Giant Games’ recruiting partner aTalent, followed by interviews with the Small Giant Games team. Please note that the interviews will be held at the end of December 2022 on weeks 51 and 52.

You can familiarise yourself with Small Giant Games here: http://www.smallgiantgames.com. For more information about the recruitment process contact aTalent’s Recruitment Manager Kiira Ojala (+358 50 553 7760, kiira.ojala[at]atalent.fi). Best times to contact are Wednesday 7.12. at 14.00-15.00 and Tuesday 13.12. at 10.00-11.00.

This is a full-time position with a probation period of 6 months, and you will be employed directly by Small Giant Games. Your team works at the Helsinki office as part of a hybrid model and we hope you have the preparedness to work at the Helsinki office at least a couple of days a week.