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Customer Support Operations Specialist

2 years ago

Serve as CS PoC for all product related incidents
Draft public facing content (self-help articles, issue-based communications, etc.)
Write and maintain all standardized responses for the CS organization (macros, AR, ND)
Respond to all game support inquiries in a timely manner
Actively monitor all customer contact points, queues, and service levels
Develop and maintain action plans for high and low queue conditions
Ensure that product issues are documented in JIRA with all details and repro steps
Demonstrate expert technical writing skills, ensuring that game support information is disseminated well and easily understood by all ticket taking agents
Seek out issue trends and 1) escalate issues to appropriate internal teams including investigation and issue recognition 2) ensure that CS teams are given guidance for ticket handling and 3) provide support where needed through mass responses.
Work closely with QA, Design, and Live Ops teams to investigate, prioritize, and resolve live issues.

Requirements

3+ year of experience in a project focused or analytical role
Excellent communication skills – both oral and written. You will be relied upon to communicate in a technical and fast paced environment with game teams, and drafting messages for our broad player base as needed.
Organizational skills, detail-oriented problem solving approach, and adaptability to change
Ability to communicate effectively and stay calm while under pressure, particularly cross-departmentally
Strong analytical and technical troubleshooting skills

Benefits