- Provide timely and professional support to players regarding payments, accounts, and platform usage
- Investigate complex payment and account issues beyond automated support
- Validate payment status, identify root causes, and coordinate resolution with internal teams
- Distinguish between payment issues, product defects, and game-related inquiries
- Manage incoming requests and ensure SLA compliance
- Maintain clear and consistent communication throughout the lifecycle of each case
- Prioritize and escalate issues with the appropriate context and supporting information
- Identify recurring issues and report trends affecting product, payments, or user experience
- Collaborate with Product, Engineering, and Payments teams to improve support processes
- Contribute to scaling support operations through process improvements and automation
Analytical SkillsTechnical supportCustomer support+1 more