With Labor Day already behind us, the summer is slowly coming to an end here in San Diego. However, things around the customer service department are warming up once more for releases, updates and expansions. It’s what keeps us busy and excited since we just know that we’ll never have the same day twice.

Today we launched “Legends of Norrath.” For customer service this means that we’ll have our knowledge base articles with all the FAQ’s regarding the game ready. We keep a special eye out for any Technical support phone calls, chats and/or emails and in-game petitions that will alarm us if players experience any problems, communicate with the development team and quality assurance team as well as that there is the general sense of excitement and anticipation when we release a new game.

I really wished that every customer could have their own “day behind the scenes of SOE”.  So many different people and departments work so closely together to get these games out to you that it still makes me view the entire operations from beginning to end in awe. For example, as the International customer service manager I deal with the localized versions of EQII. We patch the same data out on the exact same day (San Diego daytime that is), 100% translated! That to me is the ultimate crown on planning, execution of the plan, dedication and teamwork. 

I know that the development teams, customer service, quality assurance as well as our community teams are the departments that are mostly in the limelight. But if you think about it, … who makes sure your payment information makes it through to our billing system and adds the correct expansion to your game? Who makes sure that you can claim your veterans rewards in time, that you can read previews of expansions and upcoming products in renowned magazines? That all the correct data gets patched to your servers? That the game is completely and correctly translated? In short, a lot of people make “it” happen! As for me, customer service is the only place I would want to be. I get the best of both worlds. On one side I get to interact, speak and help our customers every day and on the other side I get the excitement of being part of a team that finds, communicate and help resolve issues on a daily basis.

Ima “Sentana” Somers
International Customer Service Manager