Digital Engagement Specialist
CurrentI work at ModSquad as customer support, game administration, and CS lead agent on different projects. Thanks to the experiences and responsibilities I was entrusted with, I have gained knowledge in:+ Directing and dealing with our project's team+ Provide leadership in the Project Manager's absence+ Overseeing daily tasks+ Work with and de-escalate highly irate customers+ Do re-trainings when necessary with team members+ Contact appropriate persons in the event of a crisis and work with team members to provide guidance during any interim+ Chat Based Customer Service+ Email Based Customer Service+ Providing professional bilingual customer support ( English, Italian, Spanish)+ Technical support for customers including browser based and mobile games, eShops and CRM softwares+ Forum and social media management+ In-game chat monitoring between players in order to ensure the environment of the game is upheld. This includes catching phrases or words that would otherwise not be flagged by a chat filter (filter dodging).+ Maintaining and complying with the Federal Law COPPA (Child's Online Privacy Protection Act) and ensuring other customer service representatives comply with these standard as well.+ Providing customer service for escalated cases, specifically dealing with and deescalating customers. See less
