Customer Support Adviser

Job Type:
Areas of Expertise:
Business Operations, Technical and Customer Support
South East UK
Dovetail Games
Job Ref:

  • Customer Support Adviser

    Job LocationsUK-Kent-Chatham

    Job ID 2018-1202


    Department Publishing

  • Overview

    At Dovetail Games we are passionate about empowering our people to build beautiful worlds, create breath-taking games and do the best work of their career. We are growing fast, developing our games using cutting edge technology and across multiple platforms, and we have big ambitions to become the Number 1 Simulation Entertainment Company in the World.


    To help achieve this ambition we are looking for a Customer Support Adviser to offer professional support to our Train Simulator customers and interact with our publishing and development teams, ensuring the quality of our games are optimised.


    • Responding to customer queries via our Customer Support tool in a timely and efficient way
    • Maintaining excellent and friendly customer contact
    • Ensuring that our development team is aware of bugs and issues reported by our customers
    • Regularly improving the product knowledge base
    • Advancing our technical support understanding of our sims on PC and Console
    • Communicating efficient and accurate information to customers and other team members
    • Reporting regularly on ticket volumes, hot issues and ticket closure rates

    Person Specifications

    • Keen gamer, with excellent PC technical experience
    • Excellent written and spoken English, with the ability to communicate clearly and concisely
    • Able to work with development team members to resolve complex issues
    • Ability to communicate in European languages (particularly French, German, Russian) is an advantage
    • Good problem solving/analytical skills
    • You know your GPU from your CPU and enjoy solving technical PC problems
    • Written customer support experience is valued
    • Active experience of Train Simulator or Train Sim World very welcomed but not essential
    • Minimum Maths, English & ICT GCSE, or equivalent

    About Dovetail Games

    • Recently announced in the Sunday Times Tech Track 100
    • Winners of the KEiBA 2015 Technology Business of the Year
    • Developing games across multiple platforms using cutting edge technology
    • 23 days holiday + 8 days statutory holiday
    • Excellent work-life balance
    • Pension scheme
    • Childcare vouchers
    • Eye-care vouchers
    • Free parking
    • Regular social and sporting activities


    We are committed to promoting equal opportunities and diversity, and all applicants will be considered on their merit, qualifications, competence and talent regardless of any protected characteristics

    Contact Details:
    Dovetail Games
    Tel: 01634890026
    Contact: Rob Murray - Talent Attraction Manager

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