Player Support Agent – Spanish

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

📋 Description

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

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

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

• Acquire knowledge of supported games to enhance understanding of player challenges.

• Execute account actions in accordance with written policies and access permissions.

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

• Refer complicated, sensitive, or high-impact issues to internal or client-side teams.

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

• Assist with reporting using approved software and spreadsheets.

• Support managers and colleagues with tasks appropriate for the role when necessary.

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

⛳️ Requirements

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

• Residing in any LATAM country.

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

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

• A player-centered mindset and a professional approach to providing support.

• Aptitude for investigating issues, determining the appropriate next steps, and escalating when necessary.

• Proficient in 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.

• Previous experience in customer support, player support, moderation, community support, or similar roles is beneficial, but not mandatory.

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

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

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

• Familiarity with live-service games, mobile games, MMOs, online games, or multiplayer communities is an advantage.

• Experience working against quality, SLA, productivity, or CSAT targets is a plus.

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

🏝️ Benefits

• A position within the video game industry, aiding 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 on global gaming projects.

• A dynamic, multicultural team environment.

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