Alexandre COURTOIS

Provided comprehensive support for Star Wars: The Old Republic, including technical, account and billing, and in-game support, utilizing specialized tools to deliver top-notch support through email, and phone

• Customer Support: In line with account ownership verification processes and respecting privacy of information, I handled account, billing, technical, in-game and T.O.S petitions.

Overlapping responsibilities :

• Queue Management: ensured consistent adherence to service level agreement through efficient queue management
• SWTOR Server Checks: carried out smoke tests during maintenance to ensure servers are ready before reopening to the public
• Reported potential issues to the Quality Verification (QV) team
• Consultation: provided internal answers to queries on Slack channel during peak times or when Team Captains were unavailable
• Mentoring: assisted new hires with improving their game knowledge, tool usage, and productivity
• Ad-Hoc Tasks: served as the point of contact for TOS department to aid in French-related investigations in SWTOR.
• Served as Point of Contact within the Team for technical issues related to the game.

• Provided clear and concise communication to our players who have been sanctioned.
• Reviewed and investigated reports of infracting players' behaviour against our ToS policies.

• 1 project: The Elder Scrolls Online (Tier 1agent) Provided reactive support to our Beta testers
• Point of contact of other agents on floor
• (mentoring, creation of NDA tutoring) Active participation to the knowledge base
• Article creation and translation: Initial creator on Account Ownership Verification procedures

Promoted Tier 2 Billing Account Tech March 2014:

Worked on multiple projects: (the whole Zenimax/ Bethesda Catalogue) Identify and troubleshoot hardware and software PC /MAC technical issues

• Responsible for identifying gaps in processes and document them to management and the quality assurance department
• Responsible for reporting mis-escalations and mishandled cases and suggests quality improvement coaching to quality auditors and supervisors
• Creator of 80% of Total French Knowledge Base articles related to Account, billing, and technical issues for the Elder Scrolls Online Project
• On several occasions, acted as supervisor in his absence.

• Provided reactive support to Cloud Value added resellers within the SAP and Success Factors ecosystem
• Provided timely answers by e-mails to all partners' queries within the scope of their Partnership with S.A.P
• Administration of Partner accounts within the CRM/PRM including: Administration of Users within the different S.A.P
• Systems from onboarding to termination
• Level 1 troubleshooting of access issues
• Presales: recording of partner deals in C.R.M.(Lead qualifier) Order management: license keys delivery and Cloud supported software handovers
• Contribution to a regional and global knowledge base creation.

• Account 1: Technical support agent for the Sony Consumer electronics line (French) Providing customers with technical and customer information on products, answering calls and e-mails
• Presales information on product
• Account 2: Customer service agent for the VAIO repair service line (French and English) Taking phone calls, answering E-mails for French, European and Non-European customers, Booking and following up on repairs, making outbound courtesy calls for satisfactory survey, communicating with the client UPS for the tracking on pick-up and return of units sent for repair
• Taking online payments
• Liaise with Back office regards to warrantee issues and grace periods or technical escalations.