Senior Player Support Agent – English

This is a fully remote position, open to applicants in New York.

📋 Description

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

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

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

• Gain familiarity with supported games to enhance understanding of player concerns.

• Execute account actions as permitted by established policies and access privileges.

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

• Refer complex, sensitive, or high-impact issues to the appropriate internal or client-side teams.

• Achieve agreed service levels, productivity, quality, and player experience objectives.

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

• Assist managers and colleagues with role-specific tasks as necessary.

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

⛳️ Requirements

• Exceptional written and verbal communication abilities in English.

• A sincere interest in video games across various platforms, genres, or communities.

• Strong attention to detail and capability to accurately follow documented procedures.

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

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

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

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

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

• Previous experience in customer support, player support, moderation, community support, or a related service role 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 applications is advantageous.

• Previous involvement with gaming communities, Discord, Reddit, forums, social media, or player-facing support channels is a plus.

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

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

• Proficiency in additional languages is a plus.

• English proficiency is required.

• Willingness to work flexible shifts, including weekends and public holidays.

🏝️ Benefits

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

• Opportunity to develop skills in player support, escalation management, reporting, and quality assurance.

• Experience collaborating with international teams on global gaming projects.

• Fast-paced, multicultural team environment.

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