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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
At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location. Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location. In addition, this role is eligible for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more.
The estimated base pay range for this role is listed below.
Equal Opportunity Statement:
Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.
We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.
PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.