Hello there, could you tell us who you are and what you do at MADFINGER?
- My name is Bohuslav Kuchta, but our community will probably know me by my work nickname, Joe Wolf (the main character of Unkilled). I'm the head of customer care and what this means is that my team and I are responsible for answering our players and helping them with their issues.
So what does your normal day at work look like?
- My day always starts with a cup of coffee to kick things off. Then I start with the actual work - going through and answering messages from players (we call them tickets). These include emails, messages on social sites, or forum posts. There is an occasional meeting with other departments, but it is the tickets that I spend the most time on.
How do you approach each case? What tools do you use to find out whether the person’s complaint or need for assistance is valid?
- When working on tickets, I work with our internal database tool to find accounts, transactions, and all the information I need to help players find their lost account details or missing purchases. My approach is to get as much information I need in a specific situation and do my best to solve the issue and satisfy the players’ needs.
What about your time outside of the office? Do you play games, and if so, what are your favorite classic ones, and what do you play right now?
- I’ve been a PC gamer for more than 20 years and, over that time, I've stuck my nose into almost every game genre. My old-time favorites are Heroes of Might and Magic 3 and 4. More recently, I spend most of my time playing World of Warcraft or Anno 1800. I have a PS4 as well, but PC is my preferred gaming platform.
And besides gaming? Any other hobbies and interests?
- I’m a big sports fan - mostly hockey and football (the European kind). With the European football championship going on right now, I spend most of my free time these days watching football.
Is there anything you would like to tell all the people that might need to contact any Customer Care in the future? Any hint, a plea, or maybe a warning?
- Being nice goes such a long way! Sometimes players let their frustrations out without realizing that there is a living person on the other end reading their messages. However, our friendly approach quickly turns the conversation around.
Thanks for the interview!