Managed customer support for players of "Harry Potter: Hogwarts Mystery," a popular mobile game, at one of the largest mobile game companies, Jam City. Effectively addressed and resolved player inquiries and issues primarily in the English language queue, showcasing strong language skills and product knowledge. Served as a proficient backup agent for support requests in various languages, utilizing tools like Google Translate and reputable dictionaries to ensure accurate and culturally sensitive responses. Demonstrated exceptional multitasking abilities by efficiently handling a high volume of support requests while maintaining a consistent focus on timely responses and customer satisfaction. Maintained a professional and friendly tone in written communication with clients and customers, enhancing the overall customer experience. Collaborated closely with cross-functional teams, including development and QA, to escalate and resolve technical and in-game issues promptly. Contributed to the improvement of internal knowledge base by documenting common issues and solutions, aiding in the continuous enhancement of support processes. Participated in training sessions to stay up-to-date with game updates, policies, and procedures, ensuring accurate and up-to-date