Customer Service Representative, Bilingual Support (En/Ru), External Publisher, Technical Support
● Responsible for interacting with over 60 customers daily, which involved dealing with their requests, and inquiries, resolving issues, and providing information about products or services.● Main point of contact between the company and the customers which involved……. ● Ensuring a positive customer experience.● Responsible for escalating emerging technical issues to another department and providing detailed technical reports● Subject Matter expert in in-game experience● Advocate the player’s position to management which involves providing exceptions for handling cases to increase customer satisfaction - going above and beyond!● Preparing official posts, and creating troubleshooting guides for the players. articles that involved such as official announcements translated from English to Russian.● Dealing with technical issues such as PC performance, network issues● Requested by Senior Management to take on additional responsibilities as External Publisher.KEY PROJECTS● External publishing ● Strike Team (people who specialized in creating support articles both for internal and external use)● Game Experts (which assisted colleagues who required additional product (game) knowledge.ACHIEVEMENTS● Promoted to External Publisher● Received several accolades from senior management and work colleagues.● Received internal awards for exceptional performance in 2012 and 2015.● Received an award for helping colleagues maintain mental health in 2020.
