As a dedicated Email Support with over 3 years of experience at Keywords Studios, I specialize in providing top-tier customer service to players by addressing inquiries, troubleshooting issues, and ensuring a smooth gaming experience. I am proficient in utilizing Helpshift to manage support tickets efficiently, ensuring timely resolutions and high player satisfaction. My strong communication skills and problem-solving abilities allow me to handle a wide range of player concerns while maintaining a positive and engaging approach.
Experienced in both Tier 1 and Tier 2 support, I bring advanced troubleshooting expertise across console and mobile games. I’m skilled in identifying bugs, resolving complex cases, and enhancing the player experience through effective support strategies.
With a deep understanding of support systems, key performance indicators, and discipline-specific processes, I aim to deliver more than just answers—I strive to create memorable, high-quality player interactions that turn good service into great experiences.
Technical Skills
• Tier 1 & Tier 2 Support Experience
• Advanced Troubleshooting & Bug Identification
• Console & Mobile Game Support
• Helpshift Ticketing System
• KPI & Support Metrics Analysis
Soft Skills
• Excellent written and verbal English communication
• Detail-oriented, organized, and accountable
• Efficient multitasking and prioritization
• Proven ability to mentor, coach, and support peers
• Agile and adaptable in fast-paced environments
• Constructive feedback provider and team motivator
• Honest, open communicator with active listening skills
• Proactive, analytical, and deadline-focused
