There are a lot of roles in making games. Though it’s true that a video game can be made by a singular person (as has been proven many times over), often, there is a team of people working on them, and many times in roles you wouldn’t think about. For Grinding Gear Games, the team behind the action RPG Path of Exile, they know the importance of every role, and want to show that off by interviewing some of their team so that you the player can know what those roles are.
In the latest in-house interview, the team talked with Rachel, who is in the Customer Support department, something every gamer knows about in one form or another. As she notes, her days are a blur at times of reading fan questions, answering them if she can, or getting answers from other members of the Grinding Gear Games team so that she can answer them, as well as keeping the team up to date on issues that may have been spotted by those submitting questions.
She herself also works in training the staff, and finding out new ways to make their team even better. There are 21 people in the support staff for Path of Exile, and they’re spaced out timewise so that the service can be active 24/7. For the record, March sent 18,000 player “tickets” (or questions/comments submitted through the website) and as Rachel notes, that doesn’t include replies and conversations, PM’s through the site, and more.
Rachel also wants to let Path of Exile fans know that the support team takes their jobs very seriously, and want to do their best to make sure that the game is the best it can be. They know how hard it is at times to ask support for help, which is why they’re trying to be as personable as possible whilst also trying to solve your problem as quickly as they can.