Supervise tech support department ensuring fast first reply time and high CSAT ratings.Collaborate with product owners to launch new products; ensuring support infrastructure is available for product release.Gather customer feedback and share with our Development, Product, Sales, and Marketing teams.Capture, report, and track game bugs, exploits and areas for game improvement.Work with other teams to implement strategies to increase profitability, productivity, and overall client experience.Evaluate system potential through assessing compatibility of new programs with existing programs.Improve existing systems by evaluating objectives and specifications, reviewing proposed changes, and making recommendations.Maintain and upgrade system functionality by testing components and evaluating new integrations.Monitor team queues and assist with daily goals and conduct quality control to reduce errors to improve procedures.Establish, recommend and implement policies to ensure quality, timely, and efficient design of customer-oriented services.Plan and collect data on new product features for ticketing software and structure.Implement and develop new features for support software(Zendesk).Review submissions for knowledge center, ensure accuracy of information published.Design and review the current access and permissions to various support tools following a least permissions possible policy.

Serve as subject matter expert for support team.Update internal and external databases with information about technical issues.Capture, report, and track game bugs, exploits and areas for game improvement.Gather customer feedback and share with our Development, Product, Sales, and Marketing teams.Work with other teams to implement strategies to increase profitability, productivity, and overall client experience.Assist in training technical support agents.Evaluate system potential through assessing compatibility of new programs with existing programs.Improve existing systems by evaluating objectives and specifications, reviewing proposed changes, and making recommendations.Maintain and upgrade system functionality by testing components and evaluating new integrations.Achieve objectives through collecting relevant data, identifying and evaluating options, and suggesting a course of action.Review and approve reference material for users by drafting operation instructions.Monitor team queues and assist with daily goals and conduct quality control to reduce errors to improve procedures.Establish, recommend and implement policies to ensure quality, timely, and efficient design of customer-oriented services.Collaborate with product owners to launch new products; ensuring support infrastructure is available for product release.Plan and collect data on new product features for ticketing software and structure.Implement and develop new features for support software(Zendesk).Lead team of developers through design and implementation of new features within ticketing software.Oversee a team that creates workflows to capture information to be populated into the knowledge center.Review submissions for knowledge center, ensure accuracy of information published.Design and review the current access and permissions to various support tools following a least permissions possible policy.

Developed and implemented the Quality Control program.Data mining of data that was related to new methodologies.Preparing rough drafts of reports for the Director of Research.