The Customer Experience team is made up of two parts collectively: Technical Support, supporting our customers whenever they need us, 24/7 globally, and Technical Account Managers (TAMs for short) who proactively manage the technical elements of launching a game, working extremely closely with our customers before, during and post-launch.
What do you do at Multiplay?
For the past 2.5 years I’ve been a Technical Account Manager at Multiplay. What this actually means is that I’m responsible for getting the best technical solutions and support for our customers. Internally I’m an advocate for my customers and fight battles on their behalf.
What does a typical work day look like for you?
My role here is another of those that, happily, doesn’t tend to have a typical day. A week normally starts with catching up on how my customer’s games are doing.
It’s important to know the number of users we’re seeing on our servers, if there have been any issues and catch up with any news surrounding a game. From there the week usually fills itself with problems that need solving. Whilst my work is largely resolving situations that arise for my customers, there’s a lot of project work that falls into my remit. Currently I’m implementing a newly designed incident management process.
What made you decide to work at Multiplay?
I spent a lot of time watching Multiplay from afar at the events we used to run. It seemed like a much nicer alternative to the retail job I was working at the time so I made the decision, with my very understanding wife, to move to Southampton. 8 years later, I’ve been through a few different roles within our Customer Experience team and I couldn’t be happier to help run the biggest games in the world.
What cool projects are you working on?
Has anyone answered this question yet? As the saying goes “All my best projects are under NDA”.
Aside from those, you might have heard of Apex Legends. We spent months before launch planning out what we were confident would be a flawless launch. The game exceeded all our expectations and working with the fantastic team at Respawn on this, and Titanfall 2 before it, is definitely a career highlight.
Favorite online video game experience?
I’m normally drawn to team based FPS games. Particular stand out favourites include CS:GO, Battlefield 2 & 3 and obviously now Apex Legends. I’m terrible at all of them so I’m grateful that Apex only needs 2 friends…
What are you most excited for in 2019 with Multiplay?
I’ve seen many changes in my years at Multiplay and I think that 2019 will see us achieve so much that we want as a team. We’ve got some amazing ideas and features to add into our platform that I know will be great.
What would be your first question after waking up from being cryogenically frozen for 100 years?
Where’s the bathroom?
Multiplay is located on the border of Hampshire’s beautiful New Forest, and populated with a diverse team dedicated to bringing people together in interactive experiences.
If you’re interested in joining our team (we’re hiring in other locations too!), check out our careers page. We’re always on the lookout for talented, passionate individuals to join us and help shape the future!