Associate Incident Management Specialist

Job Description

Associate Incident Management Specialist (Contract)

San Mateo, CA

The Incident Management Specialist is responsible for efforts around daily incident management/resolution. They will be called upon to troubleshoot customer facing issues with products on the PlayStation store, collaborate with internal partners to identify the right solution and implement the fix to ensure minimum impact to customers and company.

The Incident management Specialist is encouraged to collaborate with cross-functional teams and foster key relationships with leads from those teams. Ideal candidates will be able to work well under pressure, have a strong technical acuity, possess an unflappable commitment to a quality consumer experience. Strong attention to detail is essential.

Principle Duties / Responsibilities:
• Coordinate with various internal and external groups, such as Content Management, QA, Customer Service, Legal, Product Marketing, 3rd Party Publisher Relations, PR, Product Development and Developer Support to address concerns regarding incidents.
• Follow up directly with Customer Service to troubleshoot and provide technical issue resolutions.
• Extensive research and testing of products in pursuit of product knowledge and issue resolution.
• Provide feedback to engineering teams with steps-by-step instructions for recreating the issues related to incidents.
• Respond to situations where standard procedures have failed to isolate or resolve issues involving product function and design as well as customer use experience.
• Collaborate with engineering, design groups and product leads to escalate, investigate and resolve issues (defects) escalated by Consumer Services and our partners and customers.
• Extract and Export customer data, related to reported incidents, using a data retrieval tool.
• Coordinate and execute bulk jobs to resolve, mitigate risk to the company and customer.
• Partner with internal teams (i.e. Content Management, Legal, etc.) to create customer facing messaging related to incident resolution.
• Flexible approach to working hours to support global business operations; ability and willingness to work outside of traditional business hours, to support team members in different global locales (San Mateo, London, and Tokyo).

Required Knowledge / Skills:
• Strong communications and interpersonal skills, both written and verbal.
• Ability to multi-task, prioritize work and meet deadlines.
• Proficiency with Microsoft Office applications (Outlook, Excel, PowerPoint and Word).
• Must have technical writing skills to provide trouble shooting steps to technicians or engineers
• Ability to achieve thoroughness and accuracy when accomplishing a task.
• Must have an aptitude and passion for learning new products and technologies in depth.
• Must speak and write in fluent English. Some Spanish and/or Japanese a plus.
• Must know how to take and follow directives and work independently with minimal guidance while also excelling as a teammate toward a common goal.
• Motivated to work in a cross-cultural, multi-national organization!
• Some travel may be required.

Experience / Education:
• 3+ years of relevant game industry experience, previous QA or Incident Management experience preferred.
• Bachelor's Degree in Information Technology, Engineering, Customer Service or related field preferred.
• Minimum of 2 years of experience in diagnosing and troubleshooting consumer electronic products and systems preferred.
• Knowledge of Salesforce (Email messaging), and collaboration tools, such as SharePoint and Confluence, is strongly preferred.
• Previous experience with Sony products including detailed operation, functions, features and capabilities is highly desired.

Jobcode: Reference SBJ-g36pkx-18-223-108-186-42 in your application.