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Viewing dev posts for topic: meet-the-team-cs-specialist-rayner
KAJINOFE wrote: »
Any plans on increasing the maximum character slot from 16 to 24?

I have not heard anything on that, but I will forward your suggestion. :)
Pascalle wrote: »
Rayner wrote: »
frostious wrote: »
Is that Beta Ray Bill I see? NICE
Wow showin all my cool stuff and you're going to put me on blast like that?

Sorry didn't mean to do that :(

I just thought it was cool you have pretty much the same tabs open as I do, except for the last one of course.

Haha, I was just joking around. My first inclination was to make a fake post showing that I suspended you, but now I'm glad I didn't.
frostious wrote: »
Is that Beta Ray Bill I see? NICE

Still hoping the next Thor after credit scene is Bill!
Pascalle wrote: »
Tabs: Facebook, Reddit, TERA Forums and the support ticket interface haha

Wow showin all my cool stuff and you're going to put me on blast like that?
Here's a picture of my desk. :D

Anivay wrote: »
What toppings do you like on your pizza? Are you a person who hates pineapple or one who loves pineapple on pizza?

I personally like pineapple. I don't understand why people like meat lover pizzas, it's just adding salt on salt on salt.
Bonbonnie wrote: »
How would you feel if TERA had an official Vanilla server?
I ask this because you mentioned you enjoyed TERA when there was more of a challenge to BAM hunting.

I would actually really like that (maybe not from a support standpoint. :pleased:)

Please keep in mind that this is only my view, and I have absolutely no insight into anything related to future plans or development, but I did want to use this as an example of what it is like to work at En Masse, because when it comes to suggestions everyone at En Masse will have a very real discussion about a suggestion. A couple months ago I did send a pretty detailed email about the trend of vanilla servers on pirate servers for older MMOs and the possibility of mainstream MMOs starting to do the same, and it was met with a lot of information that I personally was not aware of, and the difficulties surrounding it. I think it would be really cool, and I probably would play on a vanilla server if it was an option.

Overall I would love to see more MMOs implement vanilla servers, I think it would be an interesting experiment.
Meowdita wrote: »
How do you feel about this patch, as a player, if you still play? Fun? I personally love that we have 5-, 7-, and 10-man dungeons, unlike the "brawler" patch where the dungeons are only 5-man.

And just for curiosity, does CS have anything to do with relaying feedback to the producers or is it limited to answering ticket / moderation?

(btw thank you for answering my tickets in the past :3)

I have not had a huge amount of time to play this patch (I lied earlier, I don't have a cap Ninja yet.) Normally CS gets really busy during these times, and I've been trying to balance moving and my personal volunteer work. Overall and everything I'm hearing is that a lot of people are enjoying it, and I do look forward to it when I have a minute.

We really have a lot to do with relaying and managing feedback. While we tend to be more focused on feedback that helps us better support the players, we do take the feedback we get and compile it to represent the overall opinions of our players. The best place for feedback is on the forums and through open discussion though.

rayner when are we doing the 1v1 dodgebomb match

Rayner Fun Fact of the Day: I really pushed for that kind of event waaaay back in the day when you were first asking for bombs. Maybe I'll bring it up to Sean because it looked like it was a lot of fun.
MyuuMew wrote: »
Since yuu said yuu are a cat person which breed is your favourite?
I personally like mutts, Siamese and Sphynx breeds.

I don't really know. I never really had pets before my cats that I've had for 2 years now. My cats are pretty small and slender, so I think I would prefer that type of breed if I ever need to get some more cats. One of the other GMs has two Maine Coons and that's definitely not the breed I want.
Ardire wrote: »
favourite costume set in-game?

I'm pretty boring, but I really like the pirate costumes. I really like them with the headgear that came with the Devilicious stuff.
@Rayner If you could be any Game of Thrones character ( or actor / actress ) , who would you be, and why ? =)

I would definitely choose Ser Davos Seaworth. His commitment to his King (and only his King,) is consistent with his ability to pivot based on the morality of the situation he's in, and this never creates a chasm of having to choose right or wrong. He easily has the most organized outlook, and with that he has created the most well defined static morality that you could possibly have in Westoros.
@Rayner If you could be any Game of Thrones character ( or actor / actress ) , who would you be, and why ? =)
Aulon wrote: »
Are you for or against implementing a new En Masse term of employment that all those that work in CS must drink one shot of espresso once every 10 minutes so that they can take care of tickets faster? Why or why not?

We're actually dabbling in the spice melange to ensure we can answer your tickets before you even open them.
Idrian wrote: »
@Rayner From a personal interest as history student, what area/time/people, which subject would you find most interesting?

I really love the cultural impact of film and art during the Weimar Republic. It was such an amazing cultural era that pushed the boundaries of film. Pretty much anything you see in film will have its roots in that era. For instance, the movie M (1931) by Fritz Lang was an early talkie, but instead of utilizing sound the real importance was its use of silence. Fritz Lang used silence in order to create atmosphere, which was almost... unheard of. (I'm sorry.) There's also so many political flavors of an such an amazing open culture utilizing radical forms of expression in tandem with a fascist monstrosity that was utilizing the same tools to succeed in pushing a genocidal agenda. It's a real testament that fascism only benefits when politics merges with entertainment.
Mojomanx wrote: »
I guess at 65 i'm one of the "old people" players LOL

At least you're not at cap level IRL
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.)
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.

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.)
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.
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?


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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