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Customer Support Team - Kids Virtual World
Location: Newport Beach, CADepartment: Sleepy Giant
Type: Part TimeExperience: Entry Level
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We are searching for a talented and experienced individual to provide customer support for an upcoming kid’s virtual world. This person will be responsible for ensuring that customer service is being provided in the most efficient manner possible while maintaining the highest quality level.


General Responsibilities:


 

  • Provides support to end users via phone, email, forums, twitter, etc around billing, technical support, and general game play during shift.
  • Documents action taken to resolve issues for the customers.
  • Consistently meets or exceeds our customers expectations as reflected in the customer satisfaction scores and meets internal service levels for responses.
  • Suggests additions to the knowledge base and scripts.
  • Escalates issues according to policies.
  • Suggests improvements to process, policies and procedures.

 


Qualifications:


 

  • Excellent command of grammar, punctuation and spelling
  • Calm demeanor and pleasant attitude towards customers
  • Highest ethical standards and integrity
  • 1+ years experience working in a customer service environment.
  • 18+ and must pass stringent background check

 


Required Skills:


 

  • Ability to work independently, and escalate site issues without supervision
  • The ability to communicate clearly with both technical and non-technical members
  • The ability to translate complex technical issues into consumer friendly responses
  • Ability to remain calm and rational in highly stressful, volatile, and visible situations
  • Experience with MS Office software (Outlook, Word, Excel)

 


Desired Skills:


 

  • In-depth knowledge of kids virtual worlds and online games
  • Experience with COPPA, children's privacy, and child safety
  • Evenings, weekends, and holidays may be required - flexible schedule is a must.

 

 

 

 

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Game Master, Customer Support
Location: Newport Beach, CADepartment: Sleepy Giant
Type: Part TimeExperience: Entry Level
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Are you looking to break into the Video Game industry?  This could be your chance!  Turn your love of playing video games into a paying job by becoming a Game Master (GM)!  We need people who are passionate about gaming to bring to life our upcoming game.   As a GM some of your responsibilities will include creating and running in-game events, interacting with players, monitoring the forums, helping with customer support, providing feedback to the development team, policing the game, and most of all having fun!

 

We promote from within!  As a small fast growing company many new job openings and positions will be created as we expand our operations.  This provides many opportunities for growth within the company allowing talented individuals to quickly cl imb up the job ladder.

 

Day and night shifts available.

 

Game Master Requirements

Above all applicant must be enthusiastic about playing video games.  Knowledge of current and upcoming games a big plus.

 

  • MMO, RTS and FPS game experience required
  • Must work well with others and in groups.
  • Good communication and writing skills.
  • Solid computer, networking and gameplay troubleshooting skills.
  • Minimum typing speed of 35 WPM
  • Basic knowledge of Microsoft Word, Excel and Outlook.
  • Individual must have strong work ethics and standards.
  • Bonus:  Any online community experience.  Blogs, forum moderator, website owner, etc.
  • Bonus:  Previous jobs as a GM, pen and paper gaming, game mods, etc.
  • Bonus:  Additional language skills.

 

 

Must be willing to work in a relaxed and fun environment.


 

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Lead Game Master, Customer Support
Location: Newport Beach, CADepartment: Sleepy Giant
Type: Full TimeExperience: Entry Level
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GM, did that and done that?  Then we need you!  We’re looking for a talented and creative individual to head a team of GMs to victory!  Some of your job duties will be to manage your team, organize events, compile community reports, interacting with players, providing CS team support on issues, create GM policies, recruit team members, monitor forums and so much more.  We’re searching for a multi-talented individual with previous GM experience to provide leadership and motivation to teammates.

 

Requirements

 

Above all applicant must be enthusiastic about playing video games.  Knowledge of current and upcoming games a big plus.

  • MMO, RTS or FPS game experience required.
  • Must work well with others and in groups.
  • Good communication and writing skills.
  • Solid computer, networking and gameplay troubleshooting skills
  • Minimum typing speed of 45 WPM.
  • Individual must have strong work ethics and standards.
  • Good organizational skills.
  • Knowledge of Microsoft Word, Excel, PowerPoint and Outlook.  Familiarity with Visio, MS Project and Photoshop a bonus.
  • Familiarity with online chat programs such as ICQ, IRC, MSN, Skype etc.
  • 1+ years experience as Lead GM or 2+ years as a GM or CSR.
  • Bonus:  Previous Quality Assurance and Customer Service experience; either working with or working as.
  • Bonus:  Any online community experience.  Blogs, forum moderator, website owner, etc.
  • Bonus:  Pen and paper gaming, game mods, etc.
  • Bonus:  Additional language skills.

Must be willing to work in a relaxed and fun environment.

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Senior Rails Developer
Location: Newport Beach, CADepartment: Sleepy Giant
Type: Full TimeExperience: Mid Level
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This candidate will work with the technology team to expand the functionality of Sleepy Giant’s end-to-end game publishing platform.  Candidate will provide solid technical insight and leadership in areas of requirements definition, product architecture, functional design, integration strategies, system performance and scalability, usability design, and overall corporate development practices. Candidate must have experience developing commercial software products and/or enterprise level solutions using the Ruby on Rails Framework.

This position requires a technically experienced and sophisticated programmer who is fast, detail oriented and able to solve problems quickly and efficiently.

 

Responsibilities


  • Build and Deploy SGE Platform for one or more game instances
  • Ongoing maintenance and release management for one or more game instances
  • Architect and implement new components (includes requirements gathering and documentation)
  • Re-factor and/or optimize existing components
  • Manage front-end and junior developers assigned to your projects
  • Communicate technical issues, questions, and concerns to clients
  • Integrate 3rd party APIs into SGE Platform

 

Qualifications


  • 3+ years experience using Ruby, Ruby on Rails and Prototype
  • 5+ years experience using HTML, CSS, JavaScript, MySQL and Linux/Unix
  • Experience building and consuming REST and/or SOAP web-services
  • Self motivated, detail-oriented and organized
  • Proven understanding of web development best practices
  • Proven understanding of usability and SEO standards
  • Strong oral and written communication skills
  • Experience using git a plus
  • Payments integration experience a plus
  • Quality Assurance experience a plus

 

Education


  • Bachelors degree in computer science, computer engineering, mathematics or equivalent experience

 

Sleepy Giant Entertainment, Inc. and its subsidiaries are Equal Opportunity Employers.

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System Administrator
Location: Newport Beach, CADepartment: Sleepy Giant
Type: Full TimeExperience: Experienced
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This position is responsible for setup, management, and providing technical support for complex online video game infrastructures environments, which consists of routers, switches, firewalls, servers, databases, and complex software.  Successful candidates with have 3+ years experience and a solid working understanding of Linux servers and networking fundamentals; a very detailed understanding of routing and VLANs, experience designing, configuring and supporting a large high availability network and Linux/Windows systems with security and backups.

Strong candidates possess an analytical mind and solid technical experience in areas of server/network architecture, MySQL, Virtualization (hypervisor, ESX, MS VS), backup and recovery strategies, layers 3, 4, and 7 security (firewalls, routers, iptables, WinFW, web servers), system performance and scalability, and overall business continuity.

We would prefer a candidate with experience working in a 24x7 operations environment supporting hosted web services, an ISP, or a data center. Experience in Internet service related applications, as well as backup, security, and monitoring software is highly desirable.

Sleepy Giant Entertainment, Inc. and its subsidiaries are Equal Opportunity Employers.

This is NOT an IT position with experience in Exchange or AD and there are minimal desktop support responsibilities.  Linux must be your top operating system. 

Job Responsibilities

  • Deliver and manage high availability systems and networks with 100% SLAs.
  • Troubleshoot any issues related to technical portion of game delivery
  • Designing the system network architecture for each game in coordination with game developers
  • Responsible for setup, security, management and performance monitoring of the following:
    • Game Servers
    • Web Servers
    • Database Servers
    • Routers/Firewalls and other L4 network equipment
  • Stress testing of environments prior to production rollout
  • Perform shell and software programming need ed for monitoring, deployment or stress testing
  • Manage the day to day project operations and communications. This includes:
    • Building solid best practices and 24 x 7 systems administration and engineering team.
    • Document process and procedures per environment.
    • Creating and maintaining all logical and physical network diagrams, rack diagrams, wiring connections, hardware locations, etc.

Qualifications

  • Must be available 24x7 to respond accordingly to outages or troubleshooting issues
  • At least 3+ years Linux system’s and network administration experience with at least minimum 100 server heterogeneous environments
  • At least 3+ years experience setting up and managing routers, switches, load balancers, and firewalls.

In-depth knowledge with

  • Linux (specifically current CentOS and Debian), understanding of file system layout differences and installation tools used
  • Web architecture stacks including ability to fully install, configure and trouble shoot all of its components
  • Basic shell scripting in all standard Linux shells
  • Troubleshooting of php and python scripts
  • Server and application level communication protocols (eg HTTP, XML, JSON, SOAP, XML-RPC)
  • VPN and various firewalls including iptables
  • Network backup and recovery techniques
  • Network monitoring tools such as Nagios, MRTG or other SNMP tools
  • MySQL and MS SQL Server databases and clustering
  • Linux and Windows servers including clustering
  • VMWare and virtualization
  • Able to quickly perform problem isolation in an online environment
  • Requires strong oral and written communication skills
  • Strong Project Management principles, methods & techniques.
  • Highly developed communication, presentation, leadership, facilitation & negotiation skills.
  • The ability to work under minimal supervision, independently and/or as a member of a project team.
  • Ability to handle multiple complex projects at the same time, while keeping detailed logs of current and future activities.

Skills & Education

  • B.S. Computer Science, Electrical Engineering, IT Management or equivalent experience

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