Email & In-Game Player Support Specialist – Gaming

2 days ago

Pasay, National Capital Region, Philippines Reliasourcing Full time ₱250,000 - ₱500,000 per year

Job description: Email & In-Game Player Support Specialist – Gaming

Work Setup: Full Onsite

Location: Pasay City

About the Role:

Join our team to provide world-class support to players of popular mobile games You'll assist with account issues, in-game inquiries, payments, and bug reporting, ensuring an exceptional player experience.

Key Responsibilities:

1. Email Support & Player Interaction

  • Respond to player inquiries via email within agreed turnaround times (TAT)
  • Resolve login problems, account recovery, missing rewards, and event clarifications
  • Provide clear guidance using self-help steps or internal resources

2. In-Game Support & Clarification

  • Investigate and resolve concerns about game mechanics, rewards, boosters, and in-app currency
  • Explain game features, events, and promotions clearly and engagingly
  • Use internal tools and knowledge bases to provide accurate information

3. Payment & Account Support

  • Assist with in-app purchase issues, failed transactions, and billing disputes
  • Validate purchase confirmations and escalate complex cases to backend teams
  • Coordinate with finance or tech teams for refunds, chargebacks, or balance adjustments

4. Bug Reporting & Escalation

  • Identify recurring issues or potential bugs based on ticket trends
  • Escalate unresolved or critical cases to QA, Product, or Tech Support teams
  • Follow escalation protocols while maintaining ownership until resolution

5. Documentation & Quality Compliance

  • Accurately tag and document each interaction using CRM/ticketing platforms
  • Maintain high standards of grammar, clarity, and empathy in written responses
  • Adhere to brand voice, internal guidelines, and confidentiality policies

6. Performance & Team Collaboration

  • Meet or exceed KPIs like Response Time, CSAT, First Contact Resolution, and QA scores
  • Participate in calibrations, feedback sessions, and training programs
  • Share insights and contribute to the knowledge base to improve support quality

Qualifications:

  • Minimum 1 year of customer support experience, with at least 1 year in gaming-related support (email/chat for mobile apps preferred)
  • Strong written English communication skills with excellent grammar and tone awareness
  • Empathetic, player-first mindset; can handle frustrated users professionally
  • Familiarity with gaming culture and casual mobile games is a strong advantage
  • Experience with ticketing systems (Zendesk, Freshdesk, Helpshift) preferred
  • Tech-savvy and comfortable using multiple tools simultaneously
  • Willing to work onsite with a rotating schedule, including weekends and holidays
  • Bachelor's degree or equivalent
  • Quick learner with strong product knowledge retention
  • Positive and professional attitude toward customers at all times
  • Strong time management and task prioritization skills
  • Ability to work well under pressure and think on your feet

Job Type: Full-time

Benefits:

  • Paid training

Application Question(s):

  • Have you ever handled bug reports, logs, or in-game issue tracking?

Experience:

  • supporting gaming account: 1 year (Required)

Work Location: In person

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