GM's work out of the SOE offices in San Diego, California, USA, so you must be based there.
You also need to be at least 18 years of age.
This is a full time job which equates to 40 hours a week of work. This is not a 9-6 job with Saturdays/Sundays off, so be aware.
We look for people from a strong customer service background, with a desire to help people. You need to have great social skills and a sense of humour never hurts!
If you meet all of the above criteria you should submit your resume to mstein@wiredtalent.com
As most of you know from the messaging in game, our petitioning system is currently under going maintenance. As a direct result of this the Questions section of the Service History tab (Where your petition history is located) has been disabled for maintenance. This means that you can not respond directly back to a GM, nor see your petition though our website as you normally would.
As a temporary work around for this issue you can view your incident and its eventual response by checking the email address tied to your account. You will find an email response detailing your petition and a GMs response to your question. If the issue your petition was about has not been resolved to your satisfaction, please submit a new petition including the old petitions incident number for reference. We apologize for any inconvenience this causes and hope to have the system working normally soon.
Using these forums are not a substitute for receiving direct help with any issue you might be experiencing, so please use one of the following methods to contact Customer Support.
Search the Knowledge Base
The SOE Knowledge Base is your first stop to have questions about any of our products or services answered. For best practices in searching, please click the "Help" button on the Knowledge Base or type "Help" in the search field the execute your search. The Knowledge Base is available 24 hours for your convenience.
These forums are not intended for assistance with in-game issues. Please use the "Email Support" tab in the Knowledge Base to send a message to the GM team about in-game issues.
While in-game press "H" or "CTRL+H" to bring up the Help Screen which will notify you that the game will minimize and open a browser window. Click "OK" to minimize the game and allow the browser window to open. You may also go directly to http://support.station.sony.com/ if you are not in game.
Note: If this is your first time using the new system it will request you to verify your email address. Type in your current email address and an email with a verification link will be sent to it. If you do not receive it, be sure to check your junk mail folders for the email.
After verifying your email, you will reach the ticket screen where important information should be automatically filled in for you. Please select a "Category" that applies to your ticket, and fill in the "Subject" and "Question" fields to inform us of your issue.
Once done, click "Continue" to submit your ticket to Customer Service.
How to check the status of your ticket:
While in-game press "H" or "CTRL+H" to bring up the Help Screen which will notify you that the game will minimize and open a browser window. Click "OK" to minimize the game and allow the browser window to open. You may also go directly to http://support.station.sony.com/ if you are not in game and wish to check ticket status.
On the Knowledge Base screen, click on the "Service History" tab.
In the Service History screen, click on "Questions" to view your open ticket as well as any past tickets you have submitted.
Contact Technical, Account, and Billing Support
Please ensure that you've searched for the answer to your question in our Knowledge Base by using the appropriate products and categories. If you have any further questions or concerns related to a Technical, Account or Billing issue, please contact us. Technical, account, or billing questions should not be directed to our in-game Support Departments.
Chat Live With Customer Support
If you have searched the Knowledge Base and require further assistance, you can chat live with an SOE support representative. Live chat is available Monday through Friday from 10:00 am to 7:00 pm PST.
Customer Service Phone Support
If searching the Knowledge Base does not provide adequate resolution, you can contact our customer service department by phone. Phone support is available Monday through Friday from 10:00AM to 7:00PM (all times listed in PST/PDT, GMT-8 ), except holidays, at 1-858-537-0898. Star Wars Galaxies customers can also reach phone support during similar hours at 1-858-790-STAR (7827). For optimal phone support, please be online and at your computer when calling.
On Wednesday, June 25, 2008, beginning 9:00 AM PDT all SOE Account and Commerce flow, the Station Store and the CSG Store with be unavailable due to maintenance. This maintenance includes the Character Transfer Service for SWG, EQ, and EQII.
We expect this maintenance to take approximately four and a half hours. During this maintenance period game servers will still be accessible. Please watch the forums for further updates regarding this maintenance. We apologize for this interruption and will resume the affected services as soon as the maintenance is completed.
SOE has immediate openings for Free Realms, Vanguard, and international Subject Matter Experts in the Customer Support division. For more detailed information about the available positions, please follow the links below and submit your résumé today!
As you may or may not know, Customer Service has recently changed our policy regarding going AFK while in combat. The sad truth here is that CS has been giving hundreds of warnings, and dozens of suspensions daily for people doing this, and yet the issue continues to grow. A very large portion of the SWG community feels it is ok to AFK level pets, or AFK grind junk loot for reverse engineering. This can be seen by the huge number of players who do it on a daily basis, regardless of the repercussions. At this point, the CS team can not honestly police the issue any longer. The daily sweeps of the common areas for this consume an enormous amount of time, time that we could be spending helping players. While we do not condone this in anyway, it is much like base busting in the fact that the issue is too large for us to oversee and correct one person at a time.
Two important side notes to this are the following:
Game disruption - If a player is disrupting game play, we will remove them. Disrupting game play is not defined as a group of players out in the middle of nowhere AFK killing random mobs at their spawn point. Game disruption only applies to players who are making it impossible to continue a quest line and things of that manner.
Previous Warnings - If a player has been previously warned, suspended, or had their account terminated for this we will not remove those warnings, or reactivate that account. This simply comes down to breaking the rule while it was in place.
Characters moving WITHOUT items will ONLY be allowed to take their appearance, experience and skills with them. All items, pets, credits, badges, etc. will NOT transfer with character.
Characters moving WITH items will NOT be allowed to take their factory crates or resources. The override function will allow the move to proceed even if those items exist on the character; they will not, however, be restored.
Characters moving WITH items will transfer with datapad objects that do not contain another item, with the exception of housing structures, which will transfer regardless.
Factories, vendors, ships (items in a POB, or installed components), droids, etc that contain items are not guaranteed to transfer correctly. Please empty them first. The override function will allow the move to proceed even if those items exist on the character; they will not, however, be restored.
Characters moving WITH items will NOT be made the owner of any bio-linked or tuned items that were not originally linked / tuned to them.
Same server, account to account transfers WITH items will only retain ownership of bio-linked or tuned items if those items are in the player's inventory, or packed up houses at the time of the transfer. Similarly, structure ownership will only be retained if the structure is packed up in the datapad at the time of the transfer. Structures, bio-linked, and tuned items that are not transferred with the character (in the inventory or datapad) will not have their ownership transferred. These items and structures WILL be lost as Customer Service will be unable to transfer the ownership after the transfer is complete.
It is highly recommended that you do not give away or destroy existing items upon requesting a transfer, as it is possible that your move request may be denied. Items deleted or given away in anticipation of a future move will not be replaced.
If you already have two characters on a galaxy you wish to move to, you will need to delete one of the characters to make room for the transferred character.
Player Association Affiliations: We will be removing any Player Association affiliation as part of the character move process.
Characters that are less than 6 months old will not be moved to Galaxies.
You will not be able to login to your character for 2 hours after the character has been transferred.
When moving characters between accounts, you must be the registered owner of both accounts. You will be required to enter a valid credit card as the only form of payment for this character move service. If you are currently paying for your account with a Game Card or GlobalCollect or other official payment options, you must submit credit card information using the billing information fields provided.
No refunds will be permitted once your request is approved and processed. If you change your mind about moving your characters after they have already been moved, you will need to fill out an additional Request Form to move the characters back to the original Galaxy or account and you will again be charged the applicable transfer fees. In the event that you return to your originating Galaxy, items, credits, pets, structures, or any other tangible game components can not be restored upon return to that Galaxy.
All approved requests will be processed when reasonably practicable to do so. SOE reserves the right to deny any attempted request to transfer in its sole and absolute discretion for any reason or no reason.
The Request Form cannot be used to move more than one character; if you would like to move multiple characters to multiple Galaxies, you will need to fill out additional Request Forms (and pay the applicable transfer fees).
There are no discounts for multiple transfer requests. The fees described above apply for each Request Form.
If you attempt to transfer characters in violation of these guidelines and restrictions, any laws, the Terms of Use for Star Wars Galaxies or the Rules and Policies (for instance, attempting to transfer characters from another person's account or to or from an account purchased by or for you or given to you where you are not the original registered user of that account), the characters will not be moved, your request will not be processed or approved and your account(s) will be subject to review and appropriate disciplinary action taken.
Character names are not guaranteed on galaxy-to-galaxy transfers. If the character's name has already been used on the Galaxy you wish to move to, you will be able to enter a new name in the field provided (subject to the terms and conditions of the Character Naming Policy).
Account-to-account transfers on the same Galaxy will require a name change. You will be given the option to choose a new name.
If you currently have 8 characters across all Galaxies, you will need to delete one in order to make a transfer.
Greetings! GM's will NEVER ask for your account information or password. If you are approached by someone pretending to be a GM asking for such, please /report the request from them by typing /report and their name exactly as it appears, and file a petition by going to http://www.support.station.sony.com/ Please also remember never to disclose your station name or password to anyone. Thank you!
Submitting a Customer Service Ticket In-Game(0) While in-game press "H" or "CTRL+H" to bring up the Help Screen which will notify you that the game will minimize and open a browser window. Click "OK" to minimize the game and allow the browser window to open. You may also go directly to http://support.station.sony.com/ if you are not in game.
Note: If this is your first time using the new system it will request you to verify your email address. Type in your current email address and an email with a verification link will be sent to it. If you do not receive it, be sure to check your junk mail folders for the email.
After verifying your email, you will reach the ticket screen where important information should be automatically filled in for you. Please select a "Category" that applies to your ticket, and fill in the "Subject" and "Question" fields to inform us of your issue.
Once done, click "Continue" to submit your ticket to Customer Service.
How to check the status of your ticket:
While in-game press "H" or "CTRL+H" to bring up the Help Screen which will notify you that the game will minimize and open a browser window. Click "OK" to minimize the game and allow the browser window to open. You may also go directly to http://support.station.sony.com/ if you are not in game and wish to check ticket status.
On the Knowledge Base screen, click on the "Service History" tab.
In the Service History screen, click on "Questions" to view your open ticket as well as any past tickets you have submitted.
Star Wars Galaxies is a registered trademark of Lucasfilm Ltd. and Sony Online Entertainment
All rights are reserved.
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