Meet the Team: CS Specialist Rayner

See previous threads here:

EME Senior Producer Lawllipops
Technical Producer GELETRON
QA Lead Singlebear

Please welcome Customer Support Specialist Rayner! The whole CS team has been working extremely hard following the big update, but Rayner is going the extra mile and will be answering your questions in-between handling support tickets this week.

Some of you have probably seen GM Rayner in-game, helping players out. If you've ever wondered what it's like being a Customer Support representative (especially during busy times like this), consider this your chance to find out about that process! Technical TERA-related (and job-related) questions are fine, but please don't talk about specific support tickets. This is not the place to submit a support issue or get your current support ticket handled. The goal is to meet Rayner and get to know him.

I'll leave this thread pinned until end of the day Friday. Until then, Rayner will answer all the questions he can.

Prime Directive: Be polite to GM Rayner!

One question per post. It keeps things tidy and significantly increases the chances you'll get a response from our guest.

Be succinct. No rants. This kind of goes along with the "be polite" Prime Directive. This isn't the place to post long rants or giant lists that hijack the thread. Please make your own threads for such things.


Here are some questions I asked Rayner to get the conversation rolling:

Please describe the kind of work you do.

Our team works with customers at an individual level, we do everything from explain problems, fix billing issues, moderate in/out of the game, swap certain items, and overall just make sure that if there is an individual problem we will have an individual answer.

How does your work specifically affect TERA?

The most direct thing I could think is general chat would be way worse if we weren’t applying chat suspensions on people. I know it seems like we’re not around, or that we’re not in-game, but more often than not you’re going to get in trouble if you cross the line, sometimes it just might take a day or two for it to catch up. The more nuanced things would be stuff like making sure our players know that they can make some mistakes, and we will do our best to help them, but it would be hard to put a number down when it comes to people who have chosen to continue playing because we made an exception, or we went out of our way to help them.

Tell us about your TERA experience.

I was hired a couple of months before the release of TERA, so I started playing on some of the earlier builds before the Alpha/Beta. I mainly like leveling characters, I used to play FFXI so grinding to me is part of the meta game, and something I do to relax. My favorite dungeon was WHHM, and that was the height of when I played. I currently have all classes at level 65, and I have probably played Slayer the most, and Berserker is a close 2nd. I’m a bit of a reductionist, but the part of the game I enjoy the most is the combat. I like the feeling of having control over your character in the environment, and leveling is the best way to push yourself if you keep pressing into harder and harder situations. I definitely liked leveling the most when BAMS were harder and they felt like they have more reward for your time.

If your favorite actress and favorite actor were to co-star in the perfect movie, what would that movie be like?

My favorite actress is Kelly Macdonald, and my favorite actor is Tom Hardy. I would probably want to see a sci-fi, maybe something involving the singularity and AI. I would really like to see a weird movie where Kelly Macdonald is kind of the last person who doesn’t want to merge with AI, and it would be similar to a movie like My Dinner with Andre where it’s 2 hours of intense discourse about the balance between living a life relaxation, and experiencing a life of hardship. I like any movie that discusses the nuance of augmented reality, and seeing two people of their caliber with a director like Nolan or Aronofsky would guarantee a movie where I would watch all the supplementals available.

What do you think Alkahest tastes like?

Tums.

It’s the year 5677 and humanity has finally perfected the Genesis Device. You’re sent to terraform a planet of your choice! Which planet would you choose?

I’m a strong believer in the singularity, and I think the main reason we haven’t yet met aliens is because advanced civilizations move inwards instead of outwards. If I had to choose a specific planet, I would choose Io, or really any of Jupiter’s moons. Jupiter is a super beautiful planet and I wouldn’t want to ruin it, but being able to revolve around such a great planet would make it worth it.

Who wins the great war between ninjas and pirates, and where does the final battle take place?

The Pirates would win, only because it would be a cultural war, and who has time to be a Ninja?

What kind of music do you listen to?

I listen to a lot of music, and I don’t really exclude anything. I listen to a lot of Jazz music, and funk. The more recent music I listen to is The Underachievers and anything Pro Era.

If you were transformed into a house cat, would you eat cat food or insist on eating human food? What if it was really nice cat food? Would you bite people?

I would probably only choose to eat lasagna, just so I could be a famous cat because it’s getting harder and harder out there for celebrity cats. I wouldn’t bite people, I would just love attention too much.

As a Seattleite, why do you refuse to own an umbrella?

I think it was a Jerry Seinfeld joke, but it went something like this: “My friend asked me if it was raining while I was in Seattle. I told them it wasn’t raining, but it wasn’t not raining.” I’ve never been drenched by Seattle rain, so I just don’t feel like I need one.

What movie would you never, ever want to be teleported into?

Pretty much any moving that stars Mel Gibson.
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Comments

  • UltemeciaUltemecia ✭✭✭
    I've been waiting for this thread. My question is what is the weirdest most insane ticket/request that you've received?
  • Does EME have CS support spread out evenly among the servers or are they like the House of Representatives and support is portioned out to population. And have you received a support ticket from anither support, intentionally or not?
  • Cat or dog person?
  • Thanks for the interest guys!

    Weirdest/Most Insane Ticket?:

    That's a hard one, and honestly check back later because I might post a story or two once I remember (or if another GM has a good one I'll relay or they'll post it.) In tickets we've gotten threats (one that comes to mind was someone who was local to us,) and insults hurled by some pretty upset customers. I'm trying to think of one in particular, but honestly I have a bit of a soft spot for mental illness, so I don't want to feel like I'm poking fun at some of the people who clearly have schizophrenia or other mental health issues.

    I'm not sure if anyone remembers, but there was a player on MT who had a certain hardcore Christian gaming style. Some people liked him as a troll, but I will tell you that he was incredibly consistent even in tickets to us. He was definitely a divisive player, and spent a lot of his time in general chat, and he got incredibly good at skating the line of what he could and could not say. It eventually got to the point where we would get probably 2-3 tickets a day reporting him for his behavior, and whenever he had a ticket open it was consistently about the nuance of what we could or could not do because of Freedom of Speech. I think it definitely goes to him just from the amazing amount of time and effort he put into trolling.

    How do GMs decide what server to be on?:

    We generally try to have 1 GM per server to monitor chat on our shift. However, if there aren't enough GMs to cover all the servers, we tend to gravitate towards the busiest servers because those are the servers where the most can go wrong. Keep in mind also that while you guys may not see us, it's because talking with people in general chat tends to make things explode, and we are still working on individual tickets. I am personally probably the worst at watching chat in-game, I tend to get tunnel vision on tickets or the project I'm working on.
  • Cat or dog person?

    I am most definitely a cat person. I have two cats, one named Pounce after the character in GOT, and another named Tramp because I'm a fan of Charlie Chaplin, and my cat has a Charlie Chaplin mustache (I even have a Bowler hat that I make my cat wear when people compare my cat to other historical figures.)
  • TorchideTorchide ✭✭✭
    Favourite thing about working at Enmasse?
  • LuhzLuhz ✭✭✭
    No questions but thanks for all dem costume race changes :>
  • GumsGums ✭✭
    What problem are you most asked to resolve, if i can ask that :D
  • I'm curious to know what is your favorite class and race in Tera? Elaborate why please !!!!! :awesome:
  • KaaiYuKaaiYu ✭✭
    edited May 2016
    Really happy to see you, Rayner. Had some huge problems in support a while back, and you helped set things right. Maybe Fraywind rings a bell? ;D

    Hands down my favorite GM. Just wanted to say thanks.

    How do you take your coffee?
  • Question:

    What is your favorite sports team?
  • Favorite thing about working at En Masse?

    The people. I know it's a bit of a cop out but from top to bottom everyone has always been super cool. The other GMs are some of the best people I've worked with, and after working together for years we've almost had 0 issues with personalities or other problems that arise when you work with the same people for so long.

    What is your favorite sports team?

    I would probably say the Seahawks, but more as a secondhand favorite because I live in Seattle.

    How do you take your coffee?

    I prefer black with no sugar. I like to pair my coffee with what I'm eating, but I drink coffee because I like the bitter flavor.

    Most asked question to support?

    This really goes up and down based on things like releases, events, and things of that nature. The most consistent is probably people asking for us to move soulbound items from one character to another (which is not something we generally do.) A close 2nd would be issues with quests like Building a Mystery.

    Favorite Race and Class?

    My first class to 60 was a Human Male Slayer, but most of my characters after that were Castanic Females. I don't really have a favorite race/gender because it's always more of a RP thing, but I think my favorite combination was my Slayer because he had a GOT name, and he had a sweet wolf helmet. If I'm going to enjoy something to the max, I guess I just need to be able to think the character is cool. It's not about DPS output or anything like that, it just has to have a real aesthetic appeal.

  • PascallePascalle ✭✭✭
    edited May 2016
    You guys have to read global? How do you not go insane? Do they have you go through psychological testing as part of your application process, to see whether you're likely to crack?
  • Can you post pictures of your cats?
  • frostious wrote: »
    Can you post pictures of your cats?

    I'll post a new picture tomorrow. :+1:
    Pascalle wrote: »
    You guys have to read global? How do you not go insane? Do they have you go through psychological testing as part of your application process, to see whether you're likely to crack?

    One of my first call center jobs was doing technical support for computers that were generally advertised as cheap and easy to use for old people, so after that I could pretty much handle 8 hours of anything. TERA players are so much better than old people! Yay! (Some players are old people too, I think you guys would be surprised. Our old people players are better than average old people though.)
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