Customer Service Player Advocacy Specialist I

Be a subject matter expert for assigned franchise/game with 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. You will create internal documentation for CS agents, Confluence and Knowledgebase articles and track issues reported to CS via ‘Community’ (bug tracking). Collaborate with QA to reproduce, troubleshoot bug reports and emerging issues for their title and moderate the CS Community. You will review and approve all processes, macros, and articles created for their title and ensure internal CS documentation is current and accurate. Interact effectively with customers and internal developers and escalate emerging issues, working closely with QA/PD staff. This role involves working on miscellaneous projects as assigned by the Manager, assisting in generating training materials and customer-facing documentation. Work with management on customer service initiatives and respond to Tier 1 questions in CS slack channels for their respective area of expertise. You will also work escalated or ‘problem’ tickets to completion, be an escalation point for the CS team.