Player Support Representative
4 days ago
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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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