Player Support Agent – Spanish

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

📋 Description

• Address player inquiries via approved ticketing systems, chat, email, and social media support channels.

• Assess player challenges, investigate reported issues, 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 concerns.

• Execute account actions 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 matters to internal or client-side teams.

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

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

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

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

⛳️ Requirements

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

• Reside in any LATAM country.

• 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-focused mindset and a professional approach to support.

• Proficiency in investigating issues, determining appropriate next steps, and escalating when necessary.

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

• Ability to work flexibly and collaboratively as part of 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, though not mandatory.

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

• Experience with Microsoft Office, Google Workspace, or similar productivity tools is a plus.

• Engagement with gaming communities, Discord, Reddit, forums, social media, or player-facing support spaces would be advantageous.

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

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

• Availability for various shift patterns, including weekends and public holidays.

• Capability to support Early Shift, Mid Shift, or Late Shift schedules as needed.

🏝️ Benefits

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

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

• The 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 understanding of player experience and gaming support operations.