• Direct documentation and knowledge sharing efforts for site content, case studies, lesson plans and training • Provide assistance on special projects such as the implementation of a new process• Ensure expedient coverage of information and live documents for all critical games in all available contact methods including chat, email and questions between team members• Lead knowledge share efforts between the Support Team, Quality Control Team, Customer Care Studio Specialist, Outsourced support, and Managers through utilizing the various communication channels.

• Helping with software and hardware issues, using our in-house tools to help them solve the issue together.• Identifying, correcting or advising on issues in customer computer systems or consoles• Identifying any patterns in the problems and escalating for bug examinations

• Taking ownership of customer issues reported and seeing problems through to resolution• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams