Technical Writing
Training Resources
Customer Service at ZeniMax Media
Game Support Agent: Service Expert
ZeniMax Media Inc. has been one of the leading brands in the video game publishing scene for decades, working with high-profile development teams such as Bethesda Softworks, id, MachineGames, Arkane Studios, ZeniMax Online Studios, and several others.
From 2017 to 2021, I worked in the Customer Service department — a smaller division of ZeniMax Media — providing key assistance and guidance to players for various video game titles published under the ZeniMax brand. In this role, I served as a member of a specialized team that also monitored incoming customer service tickets to identify ongoing trends and escalate potential emerging issues in order to ensure swift, effective resolutions.
As part of my role, I regularly researched information about upcoming in-game and title launch events, patch updates, and other assorted game functions in order to write technical Customer Service documentation for in-game (and IRL) items/events that might be tricky or confusing for some players.
And while the majority of my work was focused on developing 1-to-1 streamlined messaging to more effectively tackle inquiries from players with common questions or emerging issues, I also helped to draft and compose several knowledge base articles that were (and still are) provided to players on the Help Site as forms of self-service assistance.
Fallout 76: Knowledge Base Articles
Arguably one of the biggest launch titles that I helped support during my time with ZeniMax was Fallout 76® — a highly anticipated, online, multiplayer addition to Bethesda’s beloved Fallout® franchise. Similar to other installments in this exceptional series, Fallout 76® is a survival RPG set in the post-apocalyptic, nuclear wasteland that was once the U.S.A.
Here are some of the Fallout 76® help articles I contributed to alongside other department members while working as part of ZeniMax’s customer support.
Elder Scrolls Online: Knowledge Base Articles
Another big game title that I helped provide troubleshooting and service assistance for at ZeniMax was the MMORPG, The Elder Scrolls® Online. Although based on the critically acclaimed series The Elder Scrolls® developed by Bethesda Softworks — The Elder Scrolls® Online is a separate, online installment developed by ZeniMax Online Studios that takes players back, thousands of years in time before the events of the other titles in the series, to the Second Age of Tamriel’s past.
Following the initial release of the game, there were a number of these things called Chapters as well as other downloadable content (DLC) packs that were released for The Elder Scrolls® Online. Each of the DLCs were designed to provide players with host of new experiences and in-game content to explore and enjoy with their friends within the same high-fantasy world.
Throughout my time with ZeniMax, I provided support for at least 5 Chapter releases, including ESO: Greymoor – a highly anticipated chapter that took fans into a familiar area of the in-game map: Western Skyrim.
Here are some of the The Elder Scrolls® Online help site articles I contributed to alongside other department members while working as part of ZeniMax’s customer support.
Improved Documentation & Training Resources
In addition to the technical documentation that I drafted for players, I also played a key role internally as an active advocate for developing robust training materials throughout the customer service department. After all, developing better training resources ensures that the performance of the entire team remains well-informed, consistent, and effective.
As part of my advocacy for improved training materials, I personally created over 10 different training resources, including several training modules, technical documentation for detailed procedures, and internal customer service resource pages to keep the rest of our team and other members of the department informed.
As a huge fan of video games and high-quality customer service, I always identified with many of the players I strove to support, and always pushed to keep that perspective in mind when drafting any communications, self-service content, or even internal training materials to better support them.