• Name: Cecilia
  Title: Customer Support Manager
• Email: Cecilia@napwar.com
  Location: HongKong
• Additional Info:

I. Allocates incoming requests and inquiries from the ticket system, the forum and the game World Chat to the Customer Support Team. Prioritizes actions and monitors team resources within response times

II. Identifies and highlights best practices in support management through continuous assessment.

III. Troubleshoots areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.

IV. Communicates and be the focal point for the dissemination of information from management to the team and vice versa.

• Name: Alexander
  Title: Community Representative
• Email: Alexander@napwar.com
  Location: Uniated States
• Additional Info:

I. Responsible for the direct supervision of all moderators and to make sure that the moderators perform their duties correctly. Advises them in the completion of those duties and ensures that the end result reflects well on the company and the moderator staff. May monitor the forum for accuracy and completeness of answers and relevance to the needs of the community.

II. Serves as the direct link between the moderators and the admin staff. Questions and concerns from moderators should be directed to the Representative so that the flow of information between the moderators and the admin staff can be disseminated in an effective and orderly fashion. In this manner, all moderators receive the same information via announcements, updates, emails, etc.

III. Counseling and working with moderators as needed to help them in the continuous development of their skills which enable them to complete their assigned tasks.

IV. Has authority to correct an issue if it is not done correctly and to counsel with the moderator regarding their performance and issue corrective action when necessary.

V. Holds full authority above all other moderators. By virtue of the authority of this position, the Representative has full power to assign, dismiss, or promote moderators based on our Terms and Rules. The Representative may chose to counsel with the Company regarding any of these actions on a case by case basis, if, in the judgment of the Representative, such steps are needed.

• Name: To be hired
  Title: English Editor
• Email:
  Location:
• Additional Info:

I. Creates content and provide regular updates and information to the major media sites including Wikipedia site, Facebook and Twitter. Engage in regular participation within the community, including the reviews, discussions, pending request, ect.

II. Liaises with SOHO Union Intl staff and multimedia team to find ways to manage graphical and textual changes to the media sites and to incorporate data or widgets from social media sites. Work with NapWar Staffers who have been creating social media applications and have an opportunity to create or refine an application for NapWar social media contents.

III. Recruits, develops and coaches new Social Media Editors. Assigns social media contents ideas to others. Educate staff on the implementation and use of new technologies.

• Name: To be hired
  Title: Tech Support Engineer
• Email:
  Location:
• Additional Info:

I. Accepts and validates incoming technical problems within response times. Assesses the nature & severity of problem. Inputs and edits accurate technical and other relevant information into NapWar's case management tools, ensuring current status is recorded.

II. Responds to the technical support forum or tickets, sets proper expectations or offers temporary fix.

III. Creates and reviews formal and informal knowledge entries in the page called Wars Against Bugs. Updates the current status of bugs and informs the community of bugs being fixed.

• Name: To be hired
  Title: Product Development Engineer
• Email:
  Location:
• Additional Info:

I. Interacts with the community to learn the expectation and the suggestions to the game; initiates and generates ideas based on communication and research; advise to the developer for product improvements.

II. Implements technical action plan; develops and tests permanent solutions in conjunction with senior product engineers and engineers from NapWar's product sustaining groups.

III. Participates in alpha, beta and early life product cycles as required by the NPI (New Product Introduction) process.

IV. Offers supports to the community inquiries regarding the new implementations, and resolves their issues regarding the game.