Steven Zachary Email & Phone Number

Johnston, Ri, Us

Remote, Global, Us

- Creating/maintaining support systems using Zendesk, Helpshift, and Freshdesk.- Research and develop policies that are player first while also maintaining security related checks for safety- Interview and select new candidates for the Support Team- Crafting new resources for agents, including macros, automations, guides and Helpdesk articles- Regularly work with agents to find areas of improvement and give praise for various accomplishments through stats and QA scores- Conduct weekly Quality Assurance checks on randomly select agent chats/tickets in order to ensure development and growth, while also finding pain points in processes.- Develop reports giving outside departments a view of support, from queue breakdown, SLA targets, and individual agent performances, shared with the agents in weekly 1-1 meetings- Work with engineers and community management to develop new tools for players to more easily receive assistance and to make changes to the player experience- Experience with Admin-level access to Zendesk and PlayVox- Develop a support system with teams across the United States, Canada and United Kingdom- Working with one of Roblox's most engaged experiences - Adopt Me!

Utrecht, Utrecht, Nl

A customer service Team Lead position that includes the following duties:- Manage a team of agents ensuring they are performing as well as possible- Perform QA tests on tickets handled by agents to ensure quality, professionalism, and accuracy- Attend weekly client meetings- Put together data based off of trends such as Player Satisfaction, First Contact Resolution, Production, and QA in any easy to read and understand format- Train new agents on the inner workings of the company- Propose new projects and initiatives to raise morale, efficiently handle support, or keep things fresh- Have knowledge on multiple products that the company supports, including video games, phone apps, and physical products- Maintain and uphold GDPR law

Utrecht, Utrecht, Nl

A customer support position relating to multiple gaming companies. Duties on the job include the following:- Answering customer questions and concerns in a polite and professional manner- Managing documentation of various issues, updates and known information for different products- Keeping track of trends and tickets handled within Microsoft Excel in a professional and clean format- Researching new features within our products, also ensuring this information is given in an easy to understand format- Ensuring the meeting of various goals, such as productivity, customer satisfaction, and first contact resolution- Assisted in the training and shadowing process of new employees- Knowledge in the use of Zendesk, Slack, Salesforce, Desk and Helpshift

Concord, Nh, Us

A part-time position consisting of the following job duties:- Help students find their ideal majors- Show students offerings of their major of choice through guided tours- Handle phone calls and front desk duties of the Admissions Office, answering questions about different school functions including change of major, major selection, withdrawal from school, and future planning- Organize student data in both physical and digital formats