Partner Support Specialist

Partner Support Specialist
San Mateo, CA / Hybrid 

The Partner Support Specialist role is an exciting opportunity to put your mark on a newly constructed team within the Global Publisher and Developer Relations (GPDR) team, with three key areas of focus:

• Provide excellent customer service focused support for Publisher and Developer inquiries via the Help Center ticketing system; primarily supporting questions relating to PlayStation store Pricing Submissions and Promotions. Liaising with internal store teams to ensure they are kept informed of current inquiry trends and pertinent information.
• Actively handle tickets, including priority, resolutions, responses and escalations. Investigate causes and effects, and action change where appropriate. Report and analyse ticket volumes, leading to operational and documentation improvement suggestions and implementations. To learn and understand the internal SIE systems required to deliver appropriate support.
• Work with global colleagues across multiple internal SIE teams. Supporting partners large and small from all around the globe, each with unique requests and challenges. Participate in improvement and globalization programs designed to streamline and improve the partner experience on the platform. experience on the platform.

• Japanese and English language proficiency at a business level
• 2+ years’ commercial experience within the video game or similar digital commerce industry
• Background in a customer support or similar position
• General awareness of the games market, specifically within a commercial mindset
• Excellent communication and presentation skills
• Data-centric and analytical with good planning skills and fine attention to detail
• Strong process driven background with excellent problem solving skills
• Ability to free-think and self-start, with a proactive and delivery focused attitude
• Excellent negotiation, diplomacy, and advocacy skills
• A creative and upbeat teammate who adopts change with a desire to continually improve
• Ability to work under tight deadlines within a dynamic and evolving work environment

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