Szczecin, Zachodniopomorskie, Poland
Dynamic Technical Support Specialist with 5 years of experience in the Games as a Service sector. I bridge the gap between technical infrastructure stability and optimal player experience, progressing from Player Support to NOC Analyst. Key Expertise: Incident Management & NOC: Proven track record in 24/7 infrastructure monitoring (Datadog, Grafana), managing L1/L2 escalations, and handling full-lifecycle incident validation (OpsGenie). Player Psychology & Business Alignment: Leveraging user behavior insights to de-escalate complex disputes, optimize retention, and collaborate with Monetization and Marketing teams to secure revenue streams. Quality & Operations: Designing internal training for operational migrations, creating technical SOPs, and performing daily QA to prevent critical gameplay regressions. Tools & Tech: Datadog, OpsGenie, Jira, Zendesk, Helpshift, Asana and much more. Always eager to connect with industry professionals and explore opportunities where technology meets user engagement.
• Leading the escalation and validation of technical incidents, transitioning responsibilities from NOC to Player Support. • Designing and implementing internal training programs focused on the successful migration of operational ex-NOC scopes. • Applying player psychology to de-escalate complex disputes and translate user sentiment into actionable business insights. • Collaborating with Monetization, Economy, and Marketing teams to safeguard revenue streams.
• Trouble-shooting software, network or security issues • Validation and escalation of the game/IT/company related issues to the 2nd line of support • Monitor alerts handling • Performing necessary documentation and reporting technical issues • Keeping the maintenance of NOC monitoring/BAU tools
• Resolving problems with our games reported through the player support channels, • Providing general support for the players, responding to their messages through the social network, e-mails, and chat • Gathering player feedback and cooperating with the developers to implement improvements based on said feedback • Monitoring and moderating the previously mentioned communication platforms • Being the point of contact between the company and its clients, responding to customers' requests and presenting comprehensive information regarding the products and services offered by the company • Troubleshooting and resolving technical difficulties; when required, bring up the issue to the proper department • Committing to the team results by accomplishing the given common tasks
• Providing comprehensive customer service and matching hardware to consumer expectations. • Configuring and preparing equipment for operation. • Maintaining product displays and ensuring the proper functioning of equipment within the store. • Actively acquiring customers and driving brand development. • Managing warehouse tasks, including receiving deliveries and inventory management. • Reporting performance results and analyzing network sales data.
• Providing comprehensive customer service, including preparing equipment for operation. • Repairing and configuring a wide range of audio, RTV, and household appliances. • Maintaining product displays and ensuring the proper functioning of equipment within the store. • Actively managing email and telephone correspondence with the Rebel network customer base. • Handling warehouse operations, including receiving deliveries and inventory management.
• Assisting in the installation of air conditioning units and refrigeration systems in residential and commercial buildings. • Preparing the job site by laying out tools, measuring spaces, and drilling necessary holes for refrigerant piping and electrical wiring. • Performing basic assembly tasks, such as mounting indoor and outdoor units, connecting copper tubing, and securing ductwork. • Assisting in system testing by checking for leaks, measuring refrigerant levels, and ensuring proper airflow under the supervision of a lead technician. • Maintaining tool inventory and ensuring all equipment is clean, organized, and in good working condition. • Loading and unloading equipment and materials from service vehicles and managing waste disposal at the job site.
• Providing customer service and selling showroom merchandise. • Conducting comprehensive eye examinations and assisting in the selection of appropriate lenses and frames.