Colin Ward

Player Support Associate Lead at Lockwood Publishing @Lockwood Publishing Ltd

Nottingham, GB

Player Support Associate Lead providing point of contact and escalation for internal and external support team along with wider Game Development teams to ensure excellent support.• Assisting in the management of a team of 36 staff with the support of the Support Team Lead and External Team lead• Working closely with external Support Team leads to ensure processes are followed and timely resolution of customer issues.Supporting the Support Team Manager with reporting / escalations / people development• Customer Support point of contact for wider game teams• Providing detailed post event feedback to game team• Close working relationship with security teams to detect, stop and ban exploits / fraud in gameand systems.• Develop and roll out new Support processes and providing clear documentation for training andcustomer support.• In charge of producing game event guides for the support team reference.• Cover for Support Team lead when not available.• Produced online Knowledge Base site for external support team along with coaching on new processes• Ensure KPI\'s hit and help develop processes to ensure them

Queens School

GCSE, GCSE English Language, Art, Mathematics,