Player Support Specialist (6-month contract)

Important: This is a 6-month contract role for Ontario-based independent contractors only. Contractors are responsible for managing their own taxes, CPP contributions, and any other statutory obligations.

Location & Hours: This is a remote role anywhere in Ontario. Player Support Specialists work 8-hour shifts and must have weekend availability. While full weekends are rarely required, candidates should be comfortable working either Saturday or Sunday as part of a rotating schedule. This 6-month contract is based on 40 hours of work per week.

About Us:

Making fans - That’s what we’re all about! Since our humble beginnings in 2011, these two words have driven Big Viking Games to become the successful company it is today. We are focused on making our mark as a next-generation, live operations games company.

We believe that each Viking is unique and brings exponential value to the company. In return, we provide Vikings with the opportunity to solve problems through continuous learning and fostering feedback, ultimately mastering their craft. By investing in our Vikings and in new technologies, we can continue our success for years to come.

We are embarking on an adventure and rely on our team of skilled, enthusiastic, and collaborative Vikings to turn our ship towards a new horizon.

About the Role:

Big Viking Games is seeking a contract Player Support Specialist for 6 months to provide support to our growing fan base. You will be on the front lines helping players with everything from billing issues to reporting bugs.  You will be the voice of the players as well as the company & will work closely with the rest of the production team to ensure they are aware of what is important to the players and fans.

What You’ll Do:

• Providing top-notch support to the players in order to help resolve any support tickets.
• Analyze support ticket data to assess customers needs and achieve a high level of customer satisfaction. 
• Contribute to Big Viking Games products with ideas for appropriate content and themes.
• Maintain key performance indicators such as net promoter score, Customer Satisfaction, etc. 
• Managing game communities and answering customer support emails.
• Working alongside the QA team to help squash player-reported bugs. 
• Supporting marketing campaigns through different forums.
• Ensuring content on community sites is correct & frequent.
• Acting as a liaison between the players and product owners.