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 require specialized investigation or judgment.

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

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

• Take responsibility for cases until resolution, when appropriate.

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

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

• Contribute to training initiatives, knowledge sharing, and continual process enhancements.

• Assist managers and peers with tasks relevant to the role as required.

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

• Provide support to players across various game titles, platforms, and communities.

• Assist Tier 1 Player Support Agents and liaise with authorized stakeholders.

⛳️ Requirements

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

• Exceptional written and verbal communication skills in English.

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

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

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

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

• Excellent organization, 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 applications.

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

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

• Experience meeting quality, SLA, productivity, or CSAT targets.

• Proficiency in additional languages.

• Experience managing escalations or complex cases through to resolution.

🏝️ Benefits

• Training on the games, tools, and workflows utilized.

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

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

• Dynamic, multicultural team environment.

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