Sr. Product Support Specalist
Sr. Product Support Specalist

• Coordinated with studio partner teams to communicate player experiences, bugs, and incident management during Agile scrum meetings and within JIRA projects
• Served as the Product Owner for issues raised by CS agents that could not be resolved autonomously
• Managed escalation backlog of reported bugs and feature suggestions through JIRA, ensuring timely communication and updates at every step. This effort also freed up PM bandwidth ahead of weekly sprint syncs
• Created technical documentation via Confluence for internal communications and process steps for CS agents
• Reviewed and reported data analytics using MySQL, CRM tools, and dashboards (Tableau, Power BI, and Grafana) to provide insights across teams and disciplines on trending issues and customer sentiment
• Created processes and procedures and trained teams on implementing new features and areas with inconsistent handling
• Managed knowledge articles by creating and updating content based on new information or search queries that led to unresolved tickets
• Contributed to Helpshift Chat Bot development to improve Customer KPIs and lower overall ticket costs
• Collaborated with Fraud and Accounting teams to resolve purchase-related inquiries

Real Estate Technical Support
Services Support Representative

• Offered support and training to Real Estate agents for the flagship product Cloud Agent Suite
• Utilized Lone Wolf software to enhance the needs of the Cloud Agent further
• Suite clients by sharing how to use both suites seamlessly post-acquisition
• Kept up with trends, and major MLS markets within real estate to offer cost-saving and growth potential recommendations to Agents
• Offered real-time troubleshooting and training during support contacts and mobile app/browser support for bugs and reported glitches
• SaaS Support via multichannel high-volume support contacts

Zendesk Administrator
Player Support Lead

Responsibilities:

• Review, update, and create company processes to streamline the player experience and KPI metrics
• Occasional Facilities Coordination: Supported the logistics and ordering of content for the Armor Games booth at PAX West and contest winners
• Zendesk Administrator: Create and maintain the Zendesk help portal and macros
• Community Management: Form Moderation, Game Announcements, Support/QA for third-party platforms (E.g. Goo
gle Play, iTunes App Store, Twitch, and Steam)
• Billing Support: payment support, review of fraudulent purchases, and friendly fraud refund requests
• Account Support: Signing up, login issues, account updates, ToU violations
• Technical Support: Web browser and mobile (Android OS, Mac OS) device help

Assoc. Localization Coordinator

Responsibilities:

• Developed relationships with native language translators for current and future projects
• Connected with localization partners for games under development based on individual needs, and launch goals (regional and budget)
• Coordinate materials, scheduling, and introductions for translation partners and game developers
• Researched localization opportunities in games under development based on individual needs and budgets for the developer