· Deliver timely, accurate and respectful answers to customers’ questions and issues
· Utilized internal ticketing tools to manage, track, and resolve customer issues efficiently.
· Monitored Reddit, -----------, and Steam for player-reported bugs, gameplay, and feedback; complied insights into clear reports for the client.
· Conducted initial bug validation for social media reports to ensure clarity and reduce client overhead.
· Playtested client games regularly to stay up-to-date on mechanics, issues, and player experience.
· Escalated high-priority issues with comprehensive documentation to ensure prompt attention and resolution.
· Worked closely with the client and development team to ensure player feedback and reported issues were properly documented and prioritized for future updates.
· Escalate issues as needed· Deliver timely, accurate and respectful answers to customers’ questions and issues · Utilize the internal ticketing system to log all requests and activities · Take ownership of Customer Service incidents and work to successfully resolve them · Escalate issues as needed
Skills: Customer Support · Zendesk · Helpshift · Freshdesk · Client Service · Slack · Document Review
