- Advanced Troubleshooting: Analyze and diagnose complex technical problems related to console/mobile gaming hardware, software, and networking issues
- Escalation Handling: Receive and manage escalated support tickets from lower-tier support teams and internal legal partners, ensuring a prompt and efficient resolution.
- Outage and Incident Management and Documentation: Assess and re-imagine the current outage and incident protocol, partner with internal teams for resolution to player impacting issues, and report incident impact on Support to owning partner teams.
- Collaboration: Work closely with cross-functional teams, including engineering, development, and product management, to resolve issues and improve quality of support troubleshooting.
- Embody our Culture and Values
- 7+ years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND4+ years technology industry, customer service, or related experience
- OR Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
- OR equivalent experience
- 7+ years in a technical support or Help Desk leadership role within the gaming industry
- 7+ years managing cross-functional and/or cross-team projects
- Passion for gaming and the player experience
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Technical Support Specialist - Redmond, United States - Microsoft
Description
Overview
At Mojang Studios, the creators of Minecraft, we are on a mission to build a better world through the power of play.
Why play? Well, play is at the heart of everything we do. It's the blocky backbone of our games, the core of our development philosophy, and even the origin of our name. From the relentless experimentation of our endlessly inspiring community to the classrooms where Minecraft has become an essential teaching tool, play is the bedrock of our existence.
We enable millions to create and play together, connect people across the globe, and foster a community that is among the most active and passionate in the world. Our community is global and incredibly diverse. When we are developing anything within our franchise, we keep this in mind. We want everyone to not only feel included in Minecraft, but also to see themselves in what we make. Our goal is for the Mojang Studios team to be as diverse as our community.
The Minecraft Player Care team is looking for a Technical Support Specialist to drive innovation in our technical support services and to improve the overall player support experience related to more complicated contact types. Your role will collaborate across the organization, understand and communicate requirements and information efficiently and effectively, drive for clarity to solutions and develop relationships that lead to efficient problem solving. You will work closely with partner teams to architect and own Minecraft services that improve the ability of our teams to solve our players' issues quickly and accurately.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
In the end, it's the people of Mojang Studios that make this place truly special. When you join, you'll find yourself in the company of incredibly bright, warm, and creative individuals - all united and working toward a single goal. Come help us reach it
Responsibilities
Other
Qualifications
Required Qualifications:
Preferred Qualifications:
Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $91,800 - $178,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $117,900 - $195,000 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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