Player Support Agent – English

• Respond to player queries through approved ticketing, chat, email, and social support channels
• Triage player issues, investigate reported problems, and follow documented steps
• Provide clear, friendly, and accurate responses in line with project guidelines
• Become familiar with supported games to better understand player issues
• Carry out account actions only where permitted by written policy and access permissions
• Document player issues, trends, bugs, and escalations in the appropriate workspace
• Escalate complex, sensitive, or high-impact issues to the correct internal or client-side teams
• Meet agreed service level, productivity, quality, and player experience targets
• Assist with reporting by tracking information through approved platforms and spreadsheets
• Support managers and teammates with role-appropriate tasks when needed
• Maintain high standards of confidentiality, data privacy, and information security

• Excellent written and verbal communication skills in English
• A genuine interest in video games across different platforms, genres, or communities
• Strong attention to detail and ability to follow documented processes accurately
• A player-focused mindset and professional approach to support
• Ability to investigate issues, identify the correct next step, and escalated when needed
• Comfortable working with digital tools, online work spaces, 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 a similar service role is helpful, but not always required
• Experience with customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools would be an advantage
• Experience with Microsoft Office, Google Workspace, or similar productivity tools would be an advantage
• Experience with gaming communities, Discord, Reddit, forums, social media, or player-facing support spaces would be an advantage
• Experience with live-service games, mobile games, MMOs, online games, or multiplayer communities would be an advantage
• Experience working against quality, SLA, productivity, or CSAT targets would be an advantage
• Additional languages would be an advantage

Demonstrates strong written and verbal communication skills in English, with a player-focused mindset and the ability to investigate and escalation issues effectively. Familiarity with gaming communities and experience with customer support platforms are essential for providing high-quality player support.

• Customer Support Experience
• Excellent Written And Verbal Communication
• Attention To Detail
• Experience With Ticketing Systems
• Familiarity With Gaming Communities

• Customer Support
• Issue Investigation
• Data Privacy
• Quality Assurance
• SLA Management

• Player-Focused Mindset
• Adaptability
• Collaboration
• Professionalism

• Live-Service Games
• Mobile Games
• MMOs
• Online Games
• Gaming Communities

• Zendesk
• Helpshift
• Salesforce
• Intercom
• Microsoft Office
• Google Workspace