Customer Support Corner:
Interview with Bree Kaminskas
Ever wonder what it's like to be in a player's shoes when they need help?
This month, we sat down with Senior Support Agent and Ticket Resolution Extraordinaire, Bree Kaminskas, on how she resolves issues for your players, making happy campers even on the stormiest of days, and the scariest thing she's ever done. Here we go!
Bree's Approach to Ticket Resolution
Hi, Bree! Want to introduce yourself?
Hello, I'm Bree. I'm a Senior Support Agent with playAWARDS. I live in Las Vegas, Nevada and I recently adopted the cutest dog ever named Buster. He's my hiking and traveling buddy.
So tell us how you do what you do?
My approach to resolving tickets starts with understanding what the player is going through. I will check the date and time of when the ticket was submitted to get an idea of when they were playing the game, and which of the games or features they were having trouble with.
So when you talk about finding "what a player is going through," what tools do you use to accomplish that?
I will use Splunk to help narrow down exactly which feature they might have had trouble with, what kind of network they were on, etc. It could be that the player is missing chips they were supposed to get from a bonus, or maybe a piece of their in-app purchase is missing.
"Really close collaboration and teamwork with the games team is so important in order to give the players the best possible experience."
– Bree Kaminskas
So you investigate down to the row level for every issue?
Yes.
That's dedication!
It's worth it. Our players are really invested in our games. We owe it to them to get them what they deserve or they'll leave. So it's important to make it right for the player, but it's also important to validate what they're saying. Most of the time, we can get really specific details in Splunk. But sometimes, there are data that's missing.
What happens when there's missing data or information and you can't find the answer?
Yeah, sometimes we are unable to assist the player on our own. When that happens, we need to alert the game team of what the player needs or is going through. We do this by opening a JIRA ticket with all of the specifics of the player's issue. This also helps us to alert the game team if there's a feature or game just not working correctly, as our players are often the first to notice when issues arise.
From your perspective when it comes to great customer support, what's the key to success?
Really close collaboration and teamwork with the games team is so important in order to give the players the best possible experience. While we have our hiccups at times, the need to work seamlessly together helps to have our players trust the CS and Host teams. Having the same capabilities from all the games teams and apps to be able to research and provide any missing items will only make our entire team stronger and keep our players invested in our games!
So Las Vegas is kind of the unofficial customer service capital of the world. How did you end up here?
Well, I'm originally from Rochester, New York and decided one day, almost 5 years ago, to do the scariest, most brave thing I've done so far in life. I packed up my car with everything it would carry and drove all the way to Las Vegas to live. If ever you get the opportunity to drive across the country, DO IT!
That's good advice! Bree, thanks for sharing a bit about yourself and your process today!
Thank you! It was my pleasure.
BETTER TOGETHER
