- Assisted users with all types of technical support requests, consistently meeting or exceeding performance targets.- Used internal knowledge bases and resources to deliver accurate technical solutions. - Documented and maintained detailed records of support requests, escalations and actions taken.- Escalated unresolved issues to appropriate internal teams for resolution.- Evaluated functionality and performance of software recommending improvements and solutions.

- Conducted research and studies marketing material (mostly social media related). - Wrote articles and other related informative, marketing and promotional material for the company's blog.- Presented drafts and rewrite copy based on feedback to achieve the desired effect. - Worked efficiently to meet the established deadlines while producing high-quality work.

- Handled a high volume of inbound calls/e-mails in a fast-paced environment, striving for one-call resolution with every interaction.- Resolved customer inquiries, complaints, and issues (billing, returns, exchanges, etc.) providing insightful solutions.- Documented detailed notes in CRM system to track customer interactions.- Upsold and cross-sold add-on purchases to increase sales.- Handled frustrated callers to reach positive outcomes.- Effectively communicated with cross-functional teams to address customer issues and improve processes.- Reviewed sales/CS phone and e-mail conversations to monitor their quality and product knowledge.- Created workshops for onboarding customer service agents.- Participated in training sessions to enhance product knowledge and improve service delivery.- Met and exceeded daily service quality and performance goals.

- Discovered, reproduced and accurately reported bugs in mobile games and applications.- Tested games and applications across multiple platforms to verify product consistency between multiple versions on diverse hardware.- Monitored resolutions and worked with developers on complex issues. - Conducted test of the certified games and applications.