#75 - June 26, 2010, 5:41 p.m.
We are currently hiring, actually. We've positions available within two departments: In-Game Support (Game Masters) and Account Services. You can view those positions and even apply for them here:
I would like to quickly note that, as the population of the
World of Warcraft has grown, so has the size of our Support departments. In addition to this, though, we've also been steadily increasing the range of service we provide—that is, we're assisting with more issues than
ever before. As each of these values grow individually (the population of the
World of Warcraft and the number of services we offer), the overall number of incoming petitions, emails, and phone calls we receive can multiply quite quickly. Whereas we may have only had 10 players calling Account Services previously, we now have 25 players calling in. This is obviously an oversimplified example, but the concept is solid and still applies on a larger scale.
We understand that by increasing the breadth of service our Support departments provide we also increase overall demand. This will occur regardless of game population levels. To say that we don't expect and plan for that demand would be a fallacy. We do, and though we may be able to swiftly adapt our policies when the needs of our players change, identifying and training qualified representatives is a much more progressive process.
With that said, staffing is only one part of our ever-evolving commitment to providing epic service. We're also exploring ways to make contacting us easier (e.g. allowing more requests to be addressed via email) and hope to introduce more methods of "self-help" in the future, reducing your need to even contact Support in the event that you have a question or concern. Arrestide touches more on that topic here:
http://forums.worldofwarcraft.com/thread.html?topicId=24915274084&postId=249126826578&sid=1#70
All in all, we're not satisfied with current wait times and are working every day to reduce them.
I'm very sorry that you've experienced notable difficulty contacting our Account Services department by phone, though, and would just like to note that Authenticator removal may also be requested through other points of contact:
If you opt to send in the form, please circle the "Deactivate Authenticator" option, complete all required fields, and attach all requested documents.
I hope we're able to assist you soon! In the meantime, if you have any ideas for how we may improve service, please do not hesitate to post on the Suggestions forum. We'd love to hear from you!
