Player Support Agent, English

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

📋 Description

• Address player inquiries via designated ticketing, chat, email, and social support channels.

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

• Deliver clear, friendly, and accurate responses aligned with project guidelines.

• Familiarize yourself with the games supported to enhance your understanding of player issues.

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

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

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

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

• Assist with reporting by tracking information through authorized platforms and spreadsheets.

• Support managers and colleagues with relevant tasks as required.

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

⛳️ Requirements

• Outstanding written and verbal communication skills in English.

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

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

• A player-centric attitude and a professional approach to providing support.

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

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

• Capacity 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 service role is beneficial but not mandatory.

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

• Proficiency in Microsoft Office, Google Workspace, or similar productivity tools would be an advantage.

• Experience with gaming communities, Discord, Reddit, forums, social media, or player-facing support environments would be a plus.

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

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

• Additional language skills would be an advantage.

• Availability for flexible shifts, including weekends and public holidays.

🏝️ Benefits

• A position within the video games industry, assisting real players and live game communities.

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

• An opportunity to enhance 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.