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 judgement.

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

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

• Assume responsibility for cases until resolution, when appropriate.

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

• Aid in reporting by monitoring information through sanctioned platforms and spreadsheets.

• Participate in training, knowledge sharing, and continuous process enhancement.

• Assist managers and team members with role-specific tasks when required.

• Uphold high standards of confidentiality, data privacy, and information security consistently.

• Collaborate as a member of a global gaming support team across various titles, platforms, and communities.

• Provide support to Tier 1 Player Support Agents and disseminate specialized guidance.

⛳️ Requirements

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

• Exceptional written and verbal communication skills in English.

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

• Keen attention to detail and the capacity to adhere to documented processes accurately.

• A player-centric mindset and a professional attitude towards support.

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

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

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

• Ability to work flexibly and collaboratively within a global team environment.

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

• Familiarity with support platforms such as Zendesk, Helpshift, Intercom, or similar.

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

• Knowledge of gaming communities including Discord, Reddit, forums, or social media.

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

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

• Proficiency in additional languages.

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

🏝️ Benefits

• A specialized position in the video game industry, assisting real players and active game communities.

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

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

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

• A dynamic, multicultural team environment.

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