Specialist, Triage and Investigation

Mar 28, 2024
Cary, United States
... Not specified
... Senior
Full time
... Office work

Under direct supervision, Triage and Investigation Specialists provide real-time and asynchronous assistance to Player Services teams to facilitate efficient resolution of escalated support interactions and triage new issues through an ITIL Problem Management framework. Specialists must demonstrate strong subject matter expertise and attention to detail to ensure accurate communication of new issues and instructions to our partners in Player Services.

Core duties and responsibilities include the following. Other duties may be assigned.

  • Triage live escalation queries from Player Services teams to provide workarounds or resolutions in a professional and friendly manner and trigger subsequent problem or incident management processes
  • Collaborate closely with Live Operations teams in the CRC to provide and support problem resolution
  • Analyse player reports and identify underlying issues
  • Provide insight and support on processes within the ecosystem, including gaming industry knowledge
  • Provide constructive and timely feedback when gaps in knowledge have been identified, working closely with operations management
  • Create and manage internal knowledge base articles in response to escalation trends
  • Investigate challenging technical/connectivity/gameplay issues to provide solutions and quicker resolutions to our players
  • Maintain own expertise in relevant subjects, including but not limited to: e-commerce platforms and support, PC and console hardware and software troubleshooting, and network connectivity troubleshooting.


This job has no supervisory responsibilities.


  • Accuracy and speed of escalation assistance
  • Creation of internal knowledge base articles complying with content creation guidelines
  • Accurate, timely reporting of new incidents and problems
  • Process adherence


To perform the job successfully, an individual should demonstrate the following competencies:


  • Analytical
  • Problem Solving
  • Technical Skills


  • Customer Service
  • Interpersonal Skills
  • Oral Communication
  • Written Communication
  • Teamwork


  • Business Acumen
  • Diversity
  • Ethics
  • Organizational Support


  • Judgment
  • Motivation
  • Planning/Organizing
  • Professionalism
  • Quality
  • Quantity
  • Safety and Security
  • Adaptability
  • Attendance/Punctuality
  • Dependability
  • Initiative
  • Innovation

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Two years customer support/contact center, or
  • One year customer support/contact center and ITIL Foundation (or higher) certification


  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.


  • Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.


  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.


To perform this job successfully, an individual should have knowledge of:

  • Internet Software
  • Other: Microsoft Teams and Outlook, Salesforce, internal tools
  • Windows computer systems and software and hardware troubleshooting procedures


The physical demands described here are representative of those that must be met by an

Employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to sit and occasionally required to talk or hear.
  • The special vision requirements for this position include: Close vision (clear vision at 20 inches or less).


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is usually moderate.
  • This position can accommodate a hybrid work schedule.  Exact remote time allowances and work policies will be determined by the employee’s local office.


All your information will be kept confidential according to EEO guidelines.