Upper Deck Career: Job Description

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Game Development, Organized Play, and Game Support

Date:	12/12/2007
Job Title:	Game Support Representative
Department:	Game Development, Organized Play, and Game Support

Summary

Responsible for answering telephone calls and e-mail related to the Company’s Entertainment products. A high degree of games rules knowledge is required, especially for VS System, WOW, and the Yu-Gi-Oh! TCG. Will respond to general customer service matters, product replacement and specialized tournament questions. Will provide low-level technical support for MANTIS tournament management software. The individual is expected to contribute to other projects within the Game Development Group, such as game testing, rules team meetings or writing strategy articles.

Essential Duties and Responsibilities

The following statements are intended to describe the general nature and level of work being performed by an individual assigned to this job. Other duties may be assigned.

· Answers telephone calls during business hours (8:00 A.M.-5:00 P.M., Monday through Friday) in a clear, courteous and professional manner.

· Responds to game related e-mail received within (2) two business days.

· Works closely with Tournament Store Support Representatives, the Sanctioning Coordinator and the External Resources Manager to manage e-mail traffic and provide correct responses to all of our customers’ concerns.

· Works closely with (or as part of) the rules team for each game to maintain consistency of answers to rules questions.

· Maintains knowledge of all Entertainment products, both in game play and price and distribution.

· Identifies and reports recurring issues in the marketplace with any Entertainment products. Helps formulate a standard response if necessary.

· Maintains working knowledge of the MANTIS tournament management software and is able to provide basic technical support via telephone or e-mail.

· Ability to travel on behalf of the Company to trade shows, conventions and tournaments. Performs judging or demonstrates products while attending for extended periods.

· Participates in at least one optional project for the Game Development Team such as: development of a new game (play-testing), writing strategy articles or rules team meetings.

Interaction

This position requires close interaction with the public over the phone, through email, and in person (at conventions). Internally, a Game Support Representative will need to work with the Support Team Manager, Tournament Store Support Representatives, Sanctioning Coordinator and Company staff.

Supervisory Responsibilities

Not applicable.

Education/Years Experience

· High School Diploma or equivalent. College Degree preferred.

· 1+ years of experience in the field of customer service or related area.

· 3+ years experience playing or collecting games (preferably Trading Card Games or UDE products).

Knowledge, Skills and Abilities

· Strong knowledge of commonly used customer service industry concepts, practices, and procedures.

· Ability to learn and apply advanced knowledge of the Company’s entertainment products to circumstances with customers.

· Excellent oral and written communication skills in English; additional languages a plus.

· Strong interpersonal, problem solving, customer service and relationship building abilities.

· Strong organizational skills with the ability to handle multiple, high priority projects with a keen attention to detail.

· Professional demeanor; team player orientation. Ability to interface with internal and external parties.

· Relies on instructions and pre-established guidelines. Works under immediate supervision while exercising minimal independent judgment.

· Hands on, energetic, and motivated self-starter.

· Highly accurate data entry abilities.

· Proficiency in the following software or systems: MS Outlook, MS Office (Word and Excel). MS Access and/or MANTIS tournament management software experience highly desirable.

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