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● Be a subject matter expert for assigned franchise/game.
● Advanced knowledge of troubleshooting PCs, Sony, and Microsoft consoles.
● Play test titles before release to help CS anticipate player concerns and provide feedback to QA.
● Recommend support strategies to management to mitigate player tickets and increase customer satisfaction.
● Create internal documentation for CS agents, Confluence and Knowledgebase articles.
● Track issues reported to CS via ‘Community’ (bug tracking).
● Collaborate with QA to reproduce, troubleshoot bug reports and emerging issues for their title.
● Moderation of CS Community.
● Review and approve all processes, macros and articles created for their title.
● Ensure internal CS documentation is current and accurate.
● Interact effectively with customers and internal developers.
● Escalate Emerging issues, working closely with QA/PD staff.
● Work on miscellaneous projects as assigned by Manager.
● Assist in generating training materials and customer facing documentation.
● Work with management on customer service initiatives.
● Responding to Tier 1 questions in CS slack channels for their respective area of expertise.
● Work escalated or ‘problem’ tickets to completion, be an escalation point for the CS team.
