Player Support Agent, English
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Job Description
Remote Player Support Agent assisting gamers across live game communities for TransPerfect. Handling tickets, investigating issues, documenting bugs, and escalating complex player-support cases.
Responsibilities:
- 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 the games supported 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 confidentiality, data privacy, and information security standards
Requirements:
- 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 the ability to follow documented processes accurately
- A player-focused mindset and a professional approach to support
- Ability to investigate issues, identify the correct next step, and escalate when needed
- Comfortable working with digital tools, online workspaces, 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
- Availability for flexible shifts, including weekends and public holidays
Benefits:
- A role in the video games industry, supporting real players and live game communities
- Training on the games, tools, and workflows you will use
- The chance to develop skills in player support, escalation handling, reporting, and quality
- Experience working with international teams and global gaming projects
- A fast-paced, multicultural team environment
- Opportunities to grow your knowledge of player experience and gaming support operations
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