Labour Booklet. User Support Service
Дата: 28.06.2011 17:23:22
admin: The current chapter of our Labour Booklet is all about those people
who stand behind seemingly soulless messages that users get in
reply to their submitted tickets – User Support Service. This is
one of the biggest departments of the company and it is divided
into two – technical support and financial support services. No
wonder the both subdepartments are growing rapidly – the number of
tickets increases proportionally to the number of players.
Head of Customer Service Alexey aka bPhoenix says that nobody was expecting this many players after the official release on RU-server that took place in August 2010.
"Alexey aka bPhoenix, Head of Department"]
“Frankly speaking initially not only servers were lagging, we were lagging too! Then we theough that in half a year it will change and the workload will be not that big, but we were mistaken. Rush jobs never end,” Alexey aka bPhoenix confesses. However his intonations are not sad at all. Quite the opposite, he believes the bigger the workload is, the more serious support staff become and the better the service itself is.
Such qualities as seriousness, accurateness and responsibility are especially essential for those who provide financial support. These reliable guys are dealing with all the matters regarding finance: accounts, in-game gold, credits…
However… these are secret matters and we are not allowed to talk about it here!
Support service has got much in common with the department we talked about in the previous publication of the booklet – community and content. Both the departments deal with players first-hand and act as links between developers and the community.
In terms of solving the problems reported by users the support service communicates non-stop with the departments of web-development and quality assurance.
Owing to the immediate reaction of support service stuff to players’ “bug reports”, a lot of issues are solved in no time!
Our colleagues from the support service gave us an opportunity to check out how their everyday life goes. And everything we managed to capture we now present to you.
"The best way to relax!"]
"This is what they eat if they have no time for lunch because of the amount of submitted tickets!"]
"You see how happy they are after eating it!!!"]
"And it\'s all because they like this job!"]
Head of Customer Service Alexey aka bPhoenix says that nobody was expecting this many players after the official release on RU-server that took place in August 2010.
"Alexey aka bPhoenix, Head of Department"]
“Frankly speaking initially not only servers were lagging, we were lagging too! Then we theough that in half a year it will change and the workload will be not that big, but we were mistaken. Rush jobs never end,” Alexey aka bPhoenix confesses. However his intonations are not sad at all. Quite the opposite, he believes the bigger the workload is, the more serious support staff become and the better the service itself is.
Such qualities as seriousness, accurateness and responsibility are especially essential for those who provide financial support. These reliable guys are dealing with all the matters regarding finance: accounts, in-game gold, credits…
However… these are secret matters and we are not allowed to talk about it here!
Support service has got much in common with the department we talked about in the previous publication of the booklet – community and content. Both the departments deal with players first-hand and act as links between developers and the community.
In terms of solving the problems reported by users the support service communicates non-stop with the departments of web-development and quality assurance.
Owing to the immediate reaction of support service stuff to players’ “bug reports”, a lot of issues are solved in no time!
Our colleagues from the support service gave us an opportunity to check out how their everyday life goes. And everything we managed to capture we now present to you.
"The best way to relax!"]
"This is what they eat if they have no time for lunch because of the amount of submitted tickets!"]
"You see how happy they are after eating it!!!"]
"And it\'s all because they like this job!"]
News from the Front\Developers Blog\Labour Booklet. User Support Service