Daybreak Game Company

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Customer Service Representative

Needham, MA
Customer Support


Job Description

Standing Stone Games is looking for a dynamic Game Master who supports players and works diligently to resolve any issues that customers may be experiencing. This is an exciting opportunity to be a part of our Customer Service team that is driven to provide the highest level of customer support.


  • Champion outstanding customer service for all players while maintaining a customer comes first mindset
  • Assist customers by responding to CRM ticket ingress-subjects often include (but are not limited to); missing items, purchase issues, content anomalies, and ‘keeping the peace’ by upholding the Terms of Service and the Code of Conduct
  • Communicate with players in a timely, helpful, and friendly manner via in-game chat and CRM tickets
  • Document each ticket with relevant information pertaining to the issue and resolution
  • Detailed log analysis and metrics research to accurately investigate, diagnose and resolve player issues
  • Utilize internal and third-party tools to moderate the game servers, ensuring fair play
  • Render policy and judgment calls; use discretion to prescribe disciplinary action in accordance with set guidelines
  • Communicate new game issues to direct team members and Management
  • Develop and acquire game knowledge to become proficient with Standing Stone Games' portfolio of games
  • Multi-task and troubleshoot cross-platform problems
  • Able to be self-motivated and organize tasks in order of priority


  • 1+ years’ experience as a Customer Service Representative
  • High School diploma or equivalent experience
  • Experience with online gaming communities, either as a player or industry work
  • Knowledge of Microsoft Windows and Microsoft Office products (Outlook, Word, and Excel)
  • Working knowledge of using a calm demeanor to handle escalating situations with impartiality
  • Excellent and effective problem solving and time management skills
  • Effective verbal communication and written skills
  • Creative, self-driven with a strong work ethic
  • A passion for game development and technology


  • Knowledge of Standing Stone Games’ titles (e.g., Lord of the Rings Online, Dungeons and Dragons Online)
  • Knowledge of an array of video games on PC and consoles
  • Knowledge of Game development

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