PE Support Lead (Internal recruitment ONLY)

POSITION SUMMARY   

The Support Lead’s duties include ticket handling, active monitoring of the Support team workload, and aiding the Support team with product and process-related questions. The Support Lead collaborates with the leadership team to promote a richer experience for team coaching and feedback for agents on ticket handling and processes. The Support Lead is required to set an example for other employees, as they are a role model and the subject matter expert for all things related to the Support area of the project, including a high level of game/franchise knowledge.   

 JOB RESPONSIBILITIES   

The Support Lead’s responsibilities may vary depending on the needs of the project and the changing business environment.  

RESPONSIBILITIES

• Helps maintain a proper balance of team activities, ensuring support channels and items are prioritized to improve the quality of business for core Support-related activities 

• Subject matter expert for internal and external Support processes that the product and client require 

• Raise awareness about ongoing queue spikes, queues that need support, and other time-sensitive changes.  

• Streamline internal and external communications to ensure all Support content is process-aligned and compliant with client expectations through all communication channels 

• Actively monitor all Support channels (both internal and external) to ensure proper business continuity, following the process laid out in Halo Guardians OneNote and training. 

• Serve as an advocate for the Support team in the operation, identifying opportunities for them to engage in initiatives that add value for the Support area of the operation 

• Gather feedback from the Support team for bug reporting and escalation purposes.  

• Review and manage/assign all Support open and on-hold tickets and escalate real-time incidents and major blockers to prevent time constraints in solving and/or addressing players’ issues 

• Maintain and audit company devices (at the office).  

• Serve as an on-site Support liaison for agents on any emerging issues. 

• Work proactively with the agents and the leadership team to help solve issues and prevent an impact on the project.  

• Assist in ongoing Support ticket queue monitoring to ensure that quality and productivity levels meet project KPIs and SLAs.  

• Help maintain studio policies, processes, and security protocols. by ensuring the highest level of confidentiality and always reinforcing the policies with agents. 

• Review Support agents’ spreadsheets and reports for coaching opportunities.  

• Perform regular quality control checks according to the project’s defined processes.  

• Support the operation with content creation for players and end-users (Ops manual update proposals, self-help articles, issue-based communications, etc.).  

• Support the operation in writing and optimize standardized responses (macros) for the Support agents in the project.  

• Help manage and upkeep the Halo Guardians and Site Ops OneNote on all processes and procedures for Agents and Onsite operations 

• Ensure compliance for all working conditions for both in-office setup as well as WFH environments in case of emergencies for all agents on duty under the privacy, security, and data protection as outlined in the Site Ops Manual. 

• Help train new Support agents and mentor senior agents as necessary.  

• Conduct one-on-one coaching sessions with assigned employees.  

• Coaching Support team members regarding their adherence to processes and their performance based on project KPIs or SLAs.  

• Maintain professional and courteous contact with clients, both internal and external.  

• Communicate important Support-related information directly to the client as required according to the processes outlined in the Halo Guardian OneNote. 

• Monitoring the Support team’s attendance and flagging late and absent employees.  

• Perform Support agent-level duties if required based on business needs.  

• Provide shift coverage when another lead is unavailable 

QUALIFICATIONS  

• MEXICO AGENTS ONLY
• Must enjoy an on-site role, understanding the criticality of in-person presence. This role is only able to WFH in very limited qualifying circumstances as outlined in the SOW.   

• Experience with Halo Video games, able to experience playing all games in Halo: MCC as well as Infinite in both campaign and multiplayer environments. 

• Excellent written and verbal communication skills.  

• Comfortable in an environment that may shift from slow to fast-paced within minutes. 

• An advocate for the Support business, understanding our cross-trained model but championing the Support work as the top priority. 

• Understanding and adherence to the highest level of security around games in development and features.