Player Support Representative

3 days ago

Makati City, National Capital Region, Philippines Private Advertiser Full time ₱250,000 - ₱600,000 per year

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About the Role:

We are seeking a detail-oriented, empathetic, and tech-savvy Player Support Agent to join our growing team. This role focuses on delivering exceptional technical support to our gaming community across various platforms and channels. The ideal candidate has a passion for video games, excellent communication skills, and strong technical troubleshooting abilities.

This is a talent pooling opportunity, meaning your application will be considered for upcoming openings. If you're enthusiastic about gaming and customer service, we'd love to hear from you

Key Responsibilities

  • Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity.
  • Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up.
  • Guide users through product features and functionality.
  • Ensure consistent support quality by adhering to established standards and policies.
  • Collaborate and coordinate with team members to deliver the best possible support outcomes.
  • Ready to participate when there is more demand based on the Client Requirements.
  • Attend daily huddles/meetings to stay aligned on policy or Self-upskilling to stay updated with new policies and process changes before starting the shift.
  • Maintain service-level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution).
  • Escalate complex issues to the appropriate internal teams when necessary.
  • Document recurring technical issues and escalate to the appropriate teams.
  • Share insights with colleagues to continuously improve solutions.
  • Delivery support in line with tone, empathy, and professionalism guidelines.

Requirements

Tech & Support

  • Troubleshoot and resolve game-related issues
  • Handle multiple chats, emails, and calls
  • Document actions clearly in ticket systems

Soft Skills

  • Problem-solving, empathy, and concise communication
  • Adaptable across games, tools, and policies
  • Time-efficient without sacrificing quality

Professionalism

  • Player-first mindset with policy awareness
  • Accountable, collaborative, and security-conscious
  • Calm under pressure, friendly in tone

Bonus Points

  • Zendesk, Salesforce, or similar ticketing experience
  • Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC)
  • Passion for gaming and player communities

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