Player Support Agent – Spanish

This is a fully remote position, open to applicants in Latin America.

📋 Description

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

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

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

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

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

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

• Refer complex, sensitive, or high-impact matters to internal or client teams.

• Achieve service level, productivity, quality, and player experience objectives.

• Assist with reporting using approved platforms and spreadsheets.

• Provide support to managers and colleagues with tasks relevant to the role when necessary.

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

⛳️ Requirements

• Exceptional written and verbal communication skills in both English and Spanish.

• Residing in any LATAM country.

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

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

• Player-centric mindset and a professional demeanor in support interactions.

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

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

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

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

• Previous experience in customer support, player support, moderation, community support, or a similar service role is advantageous but not mandatory.

• Training will be provided for the games, tools, and workflows supported.

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

• Experience with Microsoft Office, Google Workspace, or comparable productivity tools is beneficial.

• Familiarity with gaming communities, Discord, Reddit, forums, social media, or player-facing support areas is advantageous.

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

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

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

• Proficiency in English and Spanish.

🏝️ Benefits

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

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

• An opportunity to enhance skills in player support, escalation handling, reporting, and quality assurance.

• Experience collaborating with international teams and engaging in global gaming projects.

• A dynamic, multicultural team environment.

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