Customer & Technical Support Representative

Frontier is an independent video game developer and publisher, crafting immersive gaming experiences with fun gameplay and unparalleled artistic quality. Renowned for its iconic creative management simulation games, Frontier captivates players worldwide with immersive and authentic game worlds. The modern studio is located in the vibrant technology hub of Cambridge (UK). The talented team at Frontier are dedicated to nurturing our existing portfolio and delivering our exciting future roadmap.

This role can be on a hybrid working basis, which means you’ll have the opportunity to spend time working both in the studio and at home. We can provide a comprehensive relocation support package as part of any offer, should you need to relocate.

WHAT'S THE ROLE?

We’re looking for a customer service advocate to join our dedicated Customer Support team here at Frontier. Whether a customer is having trouble in a seemingly infinite galaxy of 400 billion stars, or requires assistance designing the world’s most creative theme park, you’ll be empowered to provide outstanding, impactful and memorable support to our players. Our Customer Support members work closely with various Development, Publishing and QA teams daily to achieve first class customer support to our players.

WHAT YOU'LL BE DOING

• Providing top level customer service to our players across our full catalogue of titles
• Managing large volumes of incoming customer questions
• Identifying and assessing customer needs and delivering positive results
• Expertly handling customer issues, providing appropriate solutions and alternatives within reasonable time periods
• Mentoring junior team members
• Assessing, escalating, giving feedback, and communicating issues that require input from other departments
• Providing a positive, public representation of Frontier in responses
• Giving accurate and timely technical support to our customers.

WHAT YOU'LL BRING

• Previous experience within a Customer Service or Support role
• Technical PC expertise on diagnosing and resolving hardware and software issues
• Driven problem solver & quick learner
• Good attention to detail
• Friendly, empathetic, positive & personable.

BONUS IF YOU HAVE

• Experienced online PC gamer
• Involvement with online gaming communities (Reddit / forums, etc.)
• Previous gameplay experience with Frontier’s games
• Fluent written ability in a second language.

WHAT WE CAN OFFER YOU

You will work with talented and passionate people to support, develop or publish our sophisticated and enduring games, in a creative, collaborative and inclusive environment. We love what we do, and we work hard to provide outstanding experiences for our players.

Wellbeing is a big focus at Frontier, and we are continually evolving how we can support our people. We encourage a healthy work/life balance and provide a range of wellbeing activities, initiatives and sessions to support both mental and physical health.

We offer a competitive salary and benefits package, which includes a success-based annual bonus, share option schemes, life assurance, private family healthcare, flexitime working hours, enhanced maternity/paternity leave, in-house subsidised catering, support with relocation, a Cycle to Work scheme, free bike servicing, and social activities and events.

We strive to create an environment where everyone can fully demonstrate their capability and potential. If you therefore need any reasonable adjustments to support you during the recruitment process, please speak to your Talent Acquisition representative.