Arnaud Auer Email & Phone Number

Aix-En-Provence, Fr

Aix-En-Provence, Provence-Alpes-Côte D’Azur, France

London, England, United Kingdom

•Final support tier (Tier 3/3) for leading streaming platforms like HBO, Discovery+, Eurosport, and GCN.•Mainly covering sports Premier League & UEFA Champions League live events for TNT Sports on Discovery+, scouting for any emerging issues.•Ensured the quality of public-facing content and maintained high standards in agent-client interactions through rigorous verification processes.•Collaborated seamlessly across departments, leading in-depth investigations, particularly focused on the European market.•Addressed a spectrum of issues, including content, localization, and technical challenges, contributing to the overall improvement of services.

Newcastle Upon Tyne, Angleterre, Royaume-Uni

The following was in addition to the Player Interaction Specialist taks -•Main point of contact for any player queries regarding the Just Dance games (2017 - 2023)•Advocate players' reports to the JD stakeholders in order to improve the game and services, bring workaround/fixes and share player meaningful feedback.•Contributing to the internal knowledge base to help the CS frontline handling the incoming cases.•Developed internal content tailored to support agents in familiarizing themselves with Just Dance games, including bug content, general informations, trackers, and comprehensive internal/external articles.•Empowered to provide extra support to the most complex Just Dance issues.

Newcastle-Upon-Tyne, England, United Kingdom

• Transitioned from traditional customer support (CS) contact channels to active/proactive engagement on social media platforms (Facebook, Twitter).• Played a pivotal role as a key element in crucial technical investigations during high-profile game launches.• Managed diverse communities, adapting to evolving expectations and identifying trending issues.• Collaborated cross-functionally to enhance player support, contributing feedback and effective workarounds.• Advocated for player interests, ensuring a positive gaming experience.• Gained extensive collaboration and project management experience.• Utilized tools like Jira, Salesforce, and Social Studio for efficient collaboration and community interaction.• Mentored new hires in E-mail/Chat/Social Media case handling.

Newcastle Upon Tyne, Angleterre, Royaume-Uni

•Supported launches for numerous games, including - but not limited to - Assassin’s Creed, Far Cry, Rainbow Six Siege and the whole back catalogue.•Investigating players feedback and identifying trends/workaround on the most common received queries through E-mail and Chat, maintaining a constant CSAT above 90%

Cork, Ireland

• Customer Support Specialist for Blizzard's major titles, including World of Warcraft (>Shadowlands/Classic), Overwatch, Diablo, and more.• Engaged with customers via phone, chat, and email, addressing emerging issues and providing timely solutions.•Played a key role in updating and maintaining a comprehensive knowledge base for effective issue resolution.• Collaborated with QA and other specialists in investigating and resolving identified issues, showcasing strong analytical skills.• Specialized in World of Warcraft tasks, utilizing in-game debugging tools to enhance player experience and address technical challenges.• Contributed to the success of Battle for Azeroth by ensuring players could enjoy the content seamlessly.• Proudly assisted one of the gaming industry's most passionate communities and was an integral part of a talented team leading the MMO genre at Blizzard.

Cork, Ireland

Achieved rapid professional growth through an unforgettable experience, showcasing my true self and acquiring new responsibilities every six months, eventually attaining the role of Technical Supervisor (Tier 2) quickly.•Added suppport of accessories such as Apple Watches, AirPods, and HomePod to my knowledge and portfolio of supported devices.•Led as Technical Supervisor for iOS, MacOS, iPadOS, and WatchOS, focusing on troubleshooting, analyzing, and resolving customer issues with Apple services and devices, while also managing complaints and taking ownership for the customers requiring a complete Support experience.•Engaged in phone/email support, fostered teamwork, reported emerging issues, contributed to internal knowledge base updates and reporting emerging issues•Investigating on critical issues to find root causes, workaround, or fix to the issues/bugs encountered by customers for a smoother experience.•Honored to work for one of the largest tech companies globally, gaining invaluable knowledge and skills. •Experienced the monthly challenges of software updates, providing continuous learning opportunities in problem management and understanding customer expectations from a tech giant.

Cork, Comté De Cork, Irlande

•Supported major iPhone and Mac releases and technical issues from iOS 10 to iOS 13, as well as MacOS Sierra to Mojave over the Phone

Vitrolles, Provence-Alpes-Côte D’Azur, France

Product Expert - Service / Seller in Gardening

Testing/previews of game releases on PS4 - Xbox One - PC, daily news writing, and creating guides.

Les Pennes-Mirabeau, Provence-Alpes-Côte D’Azur, France

Logistician / shelving / service to the customer

Baccalauréat - French Diploma Equivalent To Btec, Gestion-Administration, Pass / With High Honours

Étudiant en Gestion-Administration

Baccalauréat, Transport & Logistique

Activities and Societies: Réalisation d'un stage de 4 semaines en logistique au sein de l'entreprise CULTURA Plan de CampagneÉtudiant en.