Senior Player Support Agent – English

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

📋 Description

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

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

• Deliver clear, friendly, and accurate responses in accordance with project guidelines.

• Acquire familiarity with supported games to enhance understanding of player issues.

• Perform account actions only where allowed by written policy and access permissions.

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

• Forward complex, sensitive, or high-impact issues to internal or client-side teams.

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

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

• Provide support to managers and teammates with role-specific tasks when necessary.

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

⛳️ Requirements

• Exceptional written and verbal communication skills in English.

• A genuine passion for video games spanning various platforms, genres, or communities.

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

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

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

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

• Capacity 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 a similar service role is beneficial but not mandatory.

• Familiarity with customer support platforms like Zendesk, Helpshift, Salesforce, Intercom, or similar tools is an advantage.

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

• Engagement with gaming communities, Discord, Reddit, forums, social media, or player-facing support areas would be advantageous.

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

• 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 in the video games industry, assisting real players and live game communities.

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

• An opportunity to develop 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.