Senior Player Support Agent – English

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

📋 Description

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

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

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

• Familiarize yourself with supported games to enhance understanding of player challenges.

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

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

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

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

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

• Provide support to managers and colleagues with role-relevant tasks as necessary.

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

⛳️ Requirements

• Exceptional written and verbal communication skills in English.

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

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

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

• Proficiency 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.

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

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

• Familiarity with customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools would be advantageous.

• Experience with Microsoft Office, Google Workspace, or comparable productivity tools would be beneficial.

• Familiarity with gaming communities, Discord, Reddit, forums, social media, or player-facing support environments would be a plus.

• Experience with live-service games, mobile games, MMOs, online games, or multiplayer communities would be considered an advantage.

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

• Proficiency in additional languages would be a plus.

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

🏝️ Benefits

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

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

• The opportunity to enhance skills in player support, escalation management, reporting, and quality assurance.

• Experience collaborating with international teams and global gaming projects.

• A dynamic, multicultural team environment.

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