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Player Support (Ranger)

I'm proud to have contributed to the release of the following games:

(Player Support)
Blizzard - World of Warcraft: The Burning Crusade
Blizzard - World of Warcraft: Wrath of the Lich King
Blizzard - StarCraft 2: Wings of Liberty
Blizzard - World of Warcraft: Cataclysm
Blizzard - Diablo 3
Red 5 Studios - Firefall

(QA)
Red 5 Studios - Firefall

• Worked directly with players to deliver the best support experience possible.
• Oversaw the ticket queue to ensure customer inquiries are resolved in a timely manner.
• Resolved customer inquiries and disputes via e-mail in game, online chat, community forums, and social networking sites.
• Monitored game stability and maintained communication with members of network operations and the development team to escalate service issues.
Worked directly with players to deliver the best support experience possible.
• Tracked bugs and critical issues using FogBugz and followed up with programmers and designers to ensure timely resolution of issues.
• Provided technical assistance, account management, and billing support to clients through Zendesk CRM, and escalated emergency issues to development staff.
• Participated in weekly internal playtests and provided feedback to developers and designers.

• Verified and ad-hoc tested content and features for social features and in-game events, identifying and reporting defects in FogBugz tracking system.
• Attended, participated, and performed in Scrum team meetings, guiding development team through implementation of new content into game.
• Checked daily bug reports while working on the most recent game builds, reviewing progress on development fixes and implementing action plans to retest features and functionality.
• Read and execute daily test plans and builds.
• Communicated bugs and findings to the development team in a clear concise manner keeping all disciplines informed of developments affecting their functions.
• Focused on assuring that the game builds are delivered on time and at a high quality.
• I was involved in the planning and implantation process of Social Systems in Firefall.

Quality Assurance Analyst

•	Provided prompt, reliable, and accurate information to customers via the phone, maintaining effective communication during conversations by adjusting to the pace and technical level of the customer.
•	Diagnosed and provided a path to resolve inquiries for customers.
•	Accurately logged all interactions via the client’s CRM system
•	Achieved call center metrics including average handle time and customers availability as well as schedule adherence and conformance
•	Educated customers on support options and the steps being taken to resolve their issues.
•	Communicate positively with team members, customers, and other partners.

CPU Advisor

• Design and crafted multiple policies in restoring and assisting our player base.
• Founded innovative outreach program to interact with player’s in-game to educate and assist with issues.
• Collaborated and partnered with other departments to keep them up to date with trends coming in through social media.
• Managed internal database of self-help articles with latest policy changes and events to help lighten the load of the Game Master staff.
• Coached new hires and teammates to improve conversation flow, quality scores, and productivity that boosted their confidence and provided insight to direct managers for further development of personal goals.
• Collaborated with team in drafting global weekly reports of the “Top Issues” we faced.
• Steadily communicate with assigned team, and assist in fielding questions or issues to assist our players.
• Coordinate with Team Management to work with team members in improving customer service quality and performance.

Game Master

Find out detailed information about Nathan Johnson, Player Support (Ranger) in Rancho Santa Margarita, CA

Nathan Johnson: Player Support (Ranger) in Rancho Santa Margarita, CA

Nathan Johnson

Red 5 Studios

Red 5 Studios

Apple

Blizzard Entertainment