Clockmaker

Summary of Qualifications:- Strong interpersonal skills and extremely resourceful- Proven ability to complete projects according to outlined scope, and timeline- Experience seeing projects through the full life cycle- Proven ability to solve problems creatively- Excellent analytical skills- Critical thinkingWork Experience:- Manage the project team of 30+ peoples (Game Designers, Developers, Art, and QA)- Create guidelines and procedures- Oversee timelines and schedules- Review analytics and prescribed metrics- Oversee implementation of Process Improvement systems- Audit team performance- Evaluate performance and give recommendations- Customer development- Release management (iOS, Android, WinStore, Amazon and Samsung platforms)- Manage product A/B tests- Live Ops management- Organize Playtests

Summary of Qualifications:- Strong understanding of performance and quality assurance management.- Ability to convince other executives and team members Competencies.- Ability to work in diverse cultural and challenging professional environments.- Ability to lead project resources, work under pressure and meet deadlines.- Ability to encourage, motivate and provide recognition.- Ability to convert technical knowledge into easily understood terms.Work Experience:- Managing technical support representatives.- Achieving target goals adhering to established policies.- Assisting representatives in finding a suitable solution to resolve customer issues.- Resolving all escalated issues.- Solving complex issues.- Working with international partners.- Monitoring and reporting about all the issues and feedback coming from players to development team, collaboration with all departments team leads to find good decisions.- Writing and localization of FAQ documentation.- Controlling issues flows using HelpShift and Zendesk systems.- Working with Jira.

- Researching of technical and game problems reporting by the support team.- Research of emerging problems, testing developed products.- Interaction with test and developer teams during researching and correction of problems.- Interaction with the support team: coordination of their work and assistance in solving various customer's problems.- Collection of statistics on the number and type of problems that arise in games.- Training new employees.- Working with VIP users.

- Provide telephone and online support to customers experiencing technical issues.- Provided quality troubleshooting with patient, step-by-step instructions to resolve problems.- Tracked and logged all calls.- Holding workshops about different software for customers and sales managers.- Collaborated with other departmental leaders.- Taking part in electronic trading.- Administration of the company website.