Video Game Technical Support Specialists
Personal Connection
- Are you a video game enthusiast?
- Do you love exploring and understanding all the features of a game?
- Do other gamers come to you when they need help?
- Are you good at explaining how to walk through problems or use features in a game?
Other Connections
STEM Connection
Video communications make tech support more personal:
Data analysis is used to spot common issues and find out what solutions work:
Tech support for virtual and augmented reality bring new challenges:
Mobile gaming is taking over, so smartphone knowledge is a must:
Journeys to Becoming a Video Game Technical Support Specialist
Reddit user “Negafox” started their career in the video game industry as a technical support representative for Blizzard Entertainment before working their way up in the company to become a software engineer. While still in college, Negafox spent a lot of time posting on help forums for their favorite games, which connected them with technical support representatives who already worked in the industry. This networking paid off when Negafox applied for technical support positions with Blizzard, and those connections were able to put in a good recommendation.
Negafox says having experience with computers and troubleshooting helped them land a job and move up in the company. “Largely they wanted to see a background that showed you would know a lot about troubleshooting/fixing computers. They also factored skills for further positions as well hoping reps moved onto bigger and better things.”
Students can start working in high school to develop the skills a technical support specialist needs. One important skill is being able to talk to people in a way that forms a connection and shows them that you’re ready and willing to help. You can build your customer service skills early through community service or entry level positins in the service industry. Also, taking high school computer science and math courses will give you the background knowledge you need to understand most software.
While working as a technical support specialist can be a great way to get your foot in the industry, it helps to have a college degree if you want to do more. Depending on what you want to do, a degree in marketing, computer science, or engineering can help give you the skills and knowledge companies are looking for.
Read more about working in the video game industry through this AMA with Negafox.
In order to provide better and more efficient customer service, many technical support specialists are working alongside AI and customer service bots. Read about how Riot Games is building a tech support team that combines humans and bots to provide top quality support for players:
Riot Games originally used email for customer and tech support, but as their most popular game amassed more and more players, they realized they needed something new. Enter Blitzcrank Bot, which uses machine learning to handle the most common account related issues that would otherwise take up human time. This allows them to respond to players almost immediately. While the bot handles the easy problems, human tech support specialists take care of the more complex requests. Where does Riot Games get their tech support specialists, you ask? Many are recruited from existing players who are already familiar with the ins and outs of the game and know exactly how to help other players.
Read more about how Riot Games optimizes customer service and tech support.