Player Support Agent – English

This is a fully remote position, open to applicants in New York.

📋 Description

• Address player inquiries through authorized ticketing systems, chat, email, and social media support channels.

• Assess player issues, investigate reported concerns, and adhere to established procedures.

• Deliver clear, friendly, and precise responses in accordance with project guidelines.

• Gain familiarity with supported games to enhance understanding of player-related challenges.

• Execute account actions solely as permitted by written policies and access rights.

• Record player issues, trends, bugs, and escalations in the designated workspace.

• Forward complex, sensitive, or high-impact issues to the appropriate internal or client teams.

• Achieve agreed-upon service levels, productivity, quality, and player experience goals.

• Assist in reporting by monitoring information through approved platforms and spreadsheets.

• Provide support to managers and colleagues with relevant tasks as necessary.

• Uphold high standards of confidentiality, data privacy, and information security.

⛳️ Requirements

• Exceptional written and verbal communication abilities in English.

• A sincere passion for video games across various platforms, genres, or communities.

• Keen attention to detail and a strong capability to follow documented processes accurately.

• A player-centric mindset and a professional attitude towards support.

• Capability to investigate issues, determine the appropriate next steps, and escalate when necessary.

• Comfortable utilizing digital tools, online workspaces, spreadsheets, and ticketing systems.

• Ability to work flexibly and collaboratively within a global team environment.

• Quick adaptability to new games, updates, tools, policies, and workflows.

• Prior experience in customer support, player support, moderation, community support, or a similar service role is beneficial, though not mandatory.

• Familiarity with customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools would be advantageous.

• Experience with Microsoft Office, Google Workspace, or equivalent productivity tools would be a plus.

• Background in gaming communities, Discord, Reddit, forums, social media, or player-facing support environments would be an asset.

• Experience with live-service games, mobile games, MMOs, online games, or multiplayer communities would be beneficial.

• Experience working towards quality, SLA, productivity, or CSAT targets would be a plus.

• Proficiency in additional languages would be an advantage.

🏝️ Benefits

• An opportunity to work in the video game industry, assisting real players and engaging with live game communities.

• Training on the games, tools, and workflows that you'll be utilizing.

• The opportunity to enhance skills in player support, escalation management, reporting, and quality assurance.

• Experience collaborating with international teams on global gaming projects.

• A dynamic, multicultural team environment.

• Opportunities to expand your knowledge of player experience and gaming support operations.