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Product Support Specialist

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A Product Support Specialist interfaces with CS departments to help root out volume generating bugs and improve efficiency/readiness of operations by working closely with support, product, and quality assurance teams. Through problem identification, troubleshooting, education and communication, Product Support Specialists are required to troubleshoot and track to resolution any issues that impact player experiences with Blizzard products. As a key member of customer service, they are expected to maintain Blizzard’s culture of excellence and commitment to quality in every aspect of their work.

• Document upcoming features for products and effectively communicate them to the Information and Learning teams within Support
• Follow up on recently discovered live environment bugs and current statuses with CS, QA and Product teams
• Monitor hotfix reports to advise queue management teams on expected impact to contact volume
• Differentiate unintuitive features from bugs to help advise on appropriate resolutions
• Coordinate investigation of workarounds and game commands for use in solving new customer issues
• Take personal ownership of requests and maintain accountability for follow-through
• Display a professional, positive and enthusiastic demeanor
• Build, develop, and grow any business relationships with QA and Product teams

• A minimum of 3 years customer service and/or game testing experience
• Strong verbal and written communication skills
• Clearly convey complex issues, breaking them down into laymen terms depending on audience
• Excellent documentation skills
• Team player with a positive attitude
• Strong analytical and technical skills
• Excellent organizational skills and detail-oriented approach to problem solving/prioritization
• Unrelenting self-motivation and initiative
• Must command a strong understanding of Blizzard customer service tools and platforms

• Bachelor’s degree or equivalent work experience in a related field
• Passion for Blizzard Entertainment games, in-depth World of Warcraft gaming experience is preferred
• Knowledge or familiarity with programming languages, scripting or computer logic
• Passion for supporting gamers