Escalations Specialist

Summary

Escalations Specialists are top-level support agents focused on problem-solving, data analysis, knowledge management, and probing in novel situations. They use these skills to solve problems across silos, such as game development, backend services, legal, payments processing, network operations, and support operations. The ideal agent commands trust through high levels of demonstrated competence and honesty. Senior agents come to you when they encounter complex situations. Game developers and product managers message you when they want to know the details of the player experience in a particular flow. You desire to be a master of your craft and can advocate for the players in convincing ways.

Core Responsibilities

These are the tasks we expect will occupy 80-90 percent of your time on a regular basis:

• Handle one-off cases, rare instances where there are multiple factors that confuse even exception handling criteria and senior agents
• Handles internal, usually executive level or senior management, escalations (investigation, data reporting, expedited problem solving, etc….)
• Creates missing knowledge based on cases received, where the area of responsibility is completely within the realm of the support team (i.e., KB article creation and training module creation to fix systemic errors)
• Identification, analysis, and solutioning through root cause analysis of errors across the global workforce and toolset
• Acts as a bridge between various departments when we have a work dependency to solve a problem, providing detailed reports, data, and potential solutions
• Access to higher-level tools that are restricted to the rest of the agent population, which includes early testing for tools or new features meant for larger groups of agents
• Acts as a probe through experimentation with new tools, new processes, new models, etc, which can be used to create extremely fast feedback loops for experimentation
• Produce business cases and assist with prioritization of work items that have external dependencies to be completed

Additional Responsibilities

These are other tasks that you will be occasionally asked to do:

• Complete surveys and assist with research
• Help the company innovate on internal processes to make it a great work environment
• Present on a topic to teammates or clients, depending on the situation

Requirements

The core competencies required for this job are:

• Critical thinking

• Strong communication skills (verbal and written, additional languages in addition to English are a plus)

  • Clear, concise, cogent
  • Able to explain complicated concepts across different knowledge levels (i.e., new joining agents, VIP players, clients’ executives, etc.)
  • Neutral written language (English)

• Root cause analysis

• Data analysis (basic)

• Knowledge management (basic)

• Documentation (i.e., writing knowledge articles)

• Training (basic)

• Stakeholder management

• Professionalism

  • Uses work tools wisely

    • On time for meetings
    • Camera on when needed
    • Concise communication in threads in Slack
    • Organizes written communication visually in a way that easily presents the most important message

  • Fights the right battles while respecting boundaries (pushes for impactful changes but does not piss off anyone)

• Process Master

  • Fast learner of new processes
  • Proven bottleneck remover
  • Understands, cares about, and can explain the customer/player journey
  • Can use a kanban board (or knows some method of project management)

• Player/Customer Focus

  • Advocates for the players (others)
  • Can turn around a frustrated person while being honest about what can and cannot be done
  • Can create memorable support experiences (without overdoing it)

• IT (basic)

Nice to Haves

• Knowledge-Centered Service [KCS]
• Project management
• Statistics
• Data science