Vice Cooper Email & Phone Number

Austin, Texas Metropolitan Area

I help out as part of the Automation Improvement Team to help get Players back into their games as quickly as possible. I help provide the Player’s with the first steps of troubleshooting so as to quickly resolve any issues they are facing. If I am unable to provide a proper solution using automated responses, I help requeue the ticket so that the correct Customer Service team can assist the Player as soon as possible. This process helps keep the Tier 1 queues low and assures that Players given fast responses while receiving a top notch Customer Service Experiences. I also help document emerging issues accurately for escalation and/or trend analysis. When a growing new issue does not have troubleshooting steps created yet, I create new messages that will be used by other agents to help troubleshoot the new issues with the Player. I also assist the Terms of Service Team by processing tickets deemed a real world threat of harm. I assess tickets to determine the level of threat to other people or the player themselves. If needed, I suspend players accounts and contact the proper team so that we can assure others safety. In addition to all of this, I also help other agents as needed. I help instruct other agents on how to properly process Tier 1 and Account Recovery tickets. I am a point of contact for other agents needing help on my shift.

Austin, Texas Metropolitan Area

I helped troubleshoot for a AAA video game company. I used email and text based Customer Support models to educate Players using general technical troubleshooting of hardware and software to reach resolution of Player issues. I also thoroughly documented Player's issues for other agents on my team to review.In addition, I also helped recover players accounts. Using information provided by the player and information in our databases, I helped properly identify Players as the account’s owner. After verifying the Player was indeed the original account creator, I assisted in changing security details such as emails, usernames, and passwords to help the Player access the account again. I also assisted with recovering compromised accounts and making sure the proper accounts owner had access to their own account. In order to do such, I sometimes needed to review secret questions/answers and financial information the player provided to assure the right person could play on the account.

Austin, Texas Metropolitan Area

I hosted parties of people upwards of 20 at a time to facilitate VR experiences. I educated new Virtual Reality users on how to operate VR Experiences and navigate through a variety of VR video games and experiences. I also troubleshot hardware and software issues on the spot to ensure a smooth experience. When given the opportunity, I also helped upsell packages so customers could enjoy longer periods of time exploring Virtual Reality.