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Live Services Business Process Specialist Intern

Playstation

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

The Global Consumer Experience (CX) Product Support team develops go-to market support solutions that drive improved game-play experiences for over 120 million customers in 109 countries around the globe. Seeking positive resolutions for customer incidents, CX partners with internal teams to influence product features and enhancements. 

About the Role: 

  • Assess current support process and knowledge at SIE to understand how we deliver self-service support for standard and live-service games.
  • Conduct competitive analysis to review how other publisher are providing self-service support for live service titles, documenting capabilities SIE is not delivering today.
  • Review consumer feedback and critical metrics surrounding SIE Live Service games to identify trending issues and knowledge gaps.
  • Collaborate with members across Consumer Experience, Exclusive Games, and Production Operation Engineering team to identify opportunities to improve ways of working

Key Deliverables:

  • Priority Focus will be to conduct competitive analysis and review internal materials to assess and build recommendation for how self-service support offerings must evolve from current offering be refined for live-service games 
  • Secondary Focus Aras:
    • Update\Create Visio process map with troubleshooting steps that illustrate how self-service offerings should support consumers for live-service contacts.
    • Identify support-Site knowledge gaps and draft recommended content that should be included to enhance players ability to self-serve.

Qualifications: 

  • Ability to synthesize information from multiple sources to detect gaps/issues and determine opportunities for improvement
  • Broad understanding of process management concepts
  • Skilled using Microsoft Visio to map processes
  • Strong written skills to prepare copy for self-service support resources
  • Familiar with presentation software (PowerPoint/Google Slides) and ability to build compelling slide decks with findings and present a narrative that will influence others.
  • Passion and knowledge of the live service gaming and PlayStation heritage is a huge plus

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.

Location: United States, San Mateo, CA
Date found: 2022-11-03

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