Player Support Agent, English

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

📋 Description

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

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

• Deliver clear, friendly, and precise responses that align with project guidelines.

• Familiarize yourself with supported games to enhance understanding of player challenges.

• Execute account actions solely as permitted by written policy and access permissions.

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

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

• Achieve agreed service levels, productivity, quality, and player experience targets.

• Aid in reporting by tracking information through approved platforms and spreadsheets.

• Assist managers and colleagues with role-specific tasks as necessary.

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

⛳️ Requirements

• Exceptional written and verbal communication skills in English.

• A genuine passion for video games across various platforms, genres, and communities.

• Strong attention to detail and the capability to accurately follow established processes.

• A player-centric approach and a professional demeanor in support interactions.

• Ability to investigate issues, determine the appropriate next steps, and escalate as required.

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

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

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

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

• Familiarity with customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools is a plus.

• Proficiency in Microsoft Office, Google Workspace, or equivalent productivity tools is advantageous.

• Experience with gaming communities, Discord, Reddit, forums, social media, or player-facing support environments is beneficial.

• Background in live-service games, mobile games, MMOs, online games, or multiplayer communities is a plus.

• Experience working towards quality, SLA, productivity, or CSAT targets is advantageous.

• Knowledge of additional languages is considered a benefit.

• Flexibility to work varied shifts, including weekends and public holidays.

🏝️ Benefits

• A position in the video games industry, engaging with real players and live game communities.

• Training on the games, tools, and workflows you will be utilizing.

• An opportunity to develop skills in player support, escalation management, reporting, and quality assurance.

• Experience collaborating with international teams and global gaming projects.

• A dynamic, multicultural team environment.

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