Digital Events Coordinator - Temporary Job (Renton, WA, US)

Digital Events Coordinator - Temporary Job (Renton, WA, US)


Digital Events Coordinator - Temporary

Location: WA - Renton
Employment Type: Temporary
ID: 9532


Description

Suits Optional...
...Brains Required!!

Wizards of the Coast, a subsidiary of Hasbro, Inc., and the world's largest publisher of adventure games, including Magic: The Gathering® Trading Card Game and Dungeons & Dragons® Roleplaying Games has an exciting opportunity for a Digital Events Coordinator – TEMPORARY to join our team. Only local candidates need apply.

We offer competitive salaries, a great benefits package, and the excitement of working in a creative organization. But the best part of working here is that we think creating products that bring hours of enjoyment to millions around the globe is an inherently cool way to earn a living.

POSITION PURPOSE

The Digital Events Coordinator's key function is to offer 24/7 live event support for premium events in Magic Online. They will oversee premium events so in depth understanding managing Magic: the Gathering tournaments, past judge experience, and in depth knowledge with Magic Online events is critical. This position is designed to immediately address internal and external issues that arise within Magic Online that affect our customers. Staying informed about upcoming premium tournaments and events in Magic Online that may affect needed coverage is critical to this role. Under close guidance of the System & Operations Manager, Business Managers, and Organized Play, this position will work to improve customer experiences by attempting to minimize suboptimal experiences that result from an outage or downtime, identifying and resolving game incidents/errors, triage high impact issues, and increase parity between analog and digital events.

This position requires a self-motivated employee who is driven by challenge, has the ability to problem solve under pressure, is able to resolve potentially complicated and unclear technical situations, and has a deep knowledge of Wizards of the Coast brands to work proficiently with a cross-functional team to resolve escalated issues. This role also has to recognize the importance of quick response to issues and strive to deliver a premium level of customer service, while balancing those needs against the business goals, desires, and ability of the products and systems. Ability to make accurate and appropriate decisions within the confines of a Magic Online tournament is key for success in this role.

MAJOR RESPONSIBILITIES

Support of Premium Magic Online Tournaments:

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Provides premium customer service and live real time operations support for premium Magic Online tournaments. Monitoring games progression throughout the entire tournament, assist in resolving any issues arise during the tournament and clearly communicating with the Operation Technicians and Magic Online Business of any issues that arise and how it was resolved.

Magic Online Event Creation:

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Manage and create in client Magic Online events with a heightened focus around premium tournaments. Ensuring that the event structure and prize structures are correct and that all invite-only events have been properly managed. Participate in all business meetings where Magic Online events are discussed to ensure accuracy of live event creation.

Tournament and Event Reporting:

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Provide accurate and timely feedback to Magic Online business after each premium Magic Online tournament has ended. Investigate and gather data as requested by the System & Operations Manager. This can include data on players, outages, bugs, financials, or anything that has impacted the system or business requests. Be able to effectively compile the gathered data into a report and be able to deliver it to others in a form that is easily understood and able to be digested by individuals in higher levels of the business.

Editing and Proof Reading:

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Having full knowledge of Magic Online tournaments and their appropriate prize structures to ensure that public facing communications about Magic Online events are accurate before being published. Assist with event checking, calendar creation, and managing technical issues. And always be able to perform tasks associated with supporting any Magic Online tournament.

Data Analysis:

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Work with the Organized Play department to ensure the delivery of digital premier events directly reflects the experiences during analog premier events.

Key Relationships:

- Tier II Service Leads/Manager to inform of planned and unplanned system outages that will affect player support.
- Business teams for knowledge of current and future special events and releases and impact/fallout of any issues.
- Organized Play for knowledge of special events that will require a heightened level of system monitoring or special event creation, and ensure the digital event experience is aligned with analogs Organized Plays standards.
- Live Operations team as a recourse for testing, trouble shooting, and as an escalation path.
- Digital Studio team for resolution related to game incidents, network connection problems, as a resource to investigate issues within the system, as well as to align on the proper execution of policies and procedures.

QUALIFICATIONS

Knowledge, Skills and Abilities:

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In-depth knowledge and experience with all aspects of Magic Online is required.

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Past or present Judge experience with Magic: the Gathering analog events is required.

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In-depth understanding and some experience with premium Magic: the Gathering analog or digital tournaments is required.

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Knowledge about Magic Online event and prize structures is required.

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Ability to be On Call 24/7 to assist with unexpected system outages is required.

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Ability to work a flexible schedule that changes week to week based on premium Magic Online tournament schedule.

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Ability to work from home during weekends to cover premium Magic Online tournaments, with coverage up to 14 hours a day.

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Advanced understanding of Game Support processes and training is preferred.

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Advanced understanding of all of Wizards of the Coast gaming products required.

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Strong self-starter that will proactively address issues as they arise is required.

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Ability to work effectively with strong attention to detail required.

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Advanced understanding of customer service principles, skills, and techniques is required.

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Knowledge of reports and experience delivering/maintain reporting is required.

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Exceptional written communication skills are required.

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Ability and experience with working cross-functionally with other teams and people is required.

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Ability to learn and adapt quickly in a demanding customer service and ecommerce environment.

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Self-motivated with ability to establish priorities and manage time to complete multiple tasks within timeframes.

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Ability to work effectively in a fast paced high stress environment required.

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Experience in writing customer facing announcements.

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Advanced knowledge of the following is preferred:

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HTML/Web Site Design

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MS Word

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MS Excel

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Working knowledge of the following programs required:

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MS Outlook

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MS PowerPoint

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MS Internet Explorer

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Strong customer focus and problem solving skills required.

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Ability to perform job working within designated process parameters required.

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Ability to work independently as well as in a team environment is required.

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Excellent ability to follow-through with assigned tasks or projects.

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Ability to work effectively with diverse groups.

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Willing to learn and acquire new skills and adapt performance accordingly required.

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Type (alphanumeric) 50 wpm required.

Prior Related Experience:

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Accustomed to working in a fast-paced, aggressive, and entrepreneurial environment.

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Magic: the Gathering judge experience.

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Experience supporting premium Magic: the Gathering tournaments.

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3+ years working in the field of consumer customer service.

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1+ year of experience in a technical or operations position.

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1+ year of experience supporting a customer facing online system.

Education and Training:
- High School Diploma or equivalency is required. BA/BS degree is preferred.

Physical Requirements:

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Be able to work late/early hours in a 24/7 support role.

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Be able work from home or remotely without impact.

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Be able work flexible hours that could change from week to week.

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Be able to work up to 14 hours a day during event coverage.

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Be comfortable with working in an office environment.

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Be able to work on computer or phone for long periods of time.

Time Expected to Reach Full Performance Level in Position:

- 2 months.

We are an Equal Opportunity / Affirmative Action Employer

The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.

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J2W Posting Code: Wizards of the Coast



Business Unit: Wizards - Corporate
Sun, 12/14/2014
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