Player Support Specialist, Tier 2 Agent

This is a fully remote position, open to applicants in India, +6 more countries.

📋 Description

• Address player inquiries and escalations that necessitate specialized investigation or judgment.

• Recognize issues and offer expert guidance to Agents and colleagues.

• Interact with authorized clients, providers, and developers as necessary.

• Take responsibility for cases until resolution where appropriate.

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

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

• Contribute to training, knowledge sharing, and continuous process enhancement.

• Provide support to managers and teammates with relevant tasks as needed.

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

⛳️ Requirements

• Prior experience in player support, customer support, moderation, community support, or a comparable specialist position.

• Exceptional written and verbal communication skills in English.

• Strong investigative, analytical, troubleshooting, and problem-solving abilities.

• High attention to detail and capacity to adhere to documented processes accurately.

• Player-centric mindset and a professional approach to support.

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

• Excellent organizational, time-management, and prioritization skills.

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

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

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

• Familiarity with Zendesk, Helpshift, Intercom, or comparable support platforms.

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

• Familiarity with Discord, Reddit, forums, or social media gaming communities.

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

• Proven experience in meeting quality, SLA, productivity, or CSAT targets.

• Proficiency in additional languages.

• Experience in managing escalations or complex cases through to resolution.

🏝️ Benefits

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

• Opportunities to enhance skills in complex case handling, escalation management, reporting, training, and quality assurance.

• Experience collaborating with international teams, authorized stakeholders, and global gaming initiatives.

• Fast-paced, multicultural team environment.

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