Player Support Specialist – Tier 2 Agent
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Job Description
Tier 2 Player Support Specialist resolving escalations, account issues, bugs, and purchase queries for global video game communities. Supporting Tier 1 agents and improving gaming support operations.
Responsibilities:
- Handle player queries and escalations requiring specialist investigation or judgement
- Identify issues and provide specialist guidance to other Agents and colleagues
- Communicate with authorised clients, providers, and developers when required
- Take ownership of cases through resolution where appropriate
- Meet agreed service level, productivity, quality, and player experience targets
- Assist with reporting by tracking information through approved platforms and spreadsheets
- Contribute to training, knowledge sharing, and ongoing process improvement
- Support managers and teammates with role-appropriate tasks when needed
- Maintain high standards of confidentiality, data privacy, and information security at all times
- Work as part of a global gaming support team across different titles, platforms, and communities
- Support Tier 1 Player Support Agents and share specialist guidance
Requirements:
- Previous experience in player support, customer support, moderation, community support, or a relevant specialist role
- Excellent written and verbal communication skills in English
- Strong investigative, analytical, troubleshooting, and problem-solving skills
- 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
- Strong organisation, time-management, and prioritisation skills
- 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
- Experience with Zendesk, Helpshift, Intercom, or similar support platforms
- Experience with Microsoft Office, Google Workspace, or similar productivity tools
- Familiarity with gaming communities such as Discord, Reddit, forums, or social media
- Experience in live-service games, mobile games, MMOs, online games, or multiplayer communities
- Experience working against quality, SLA, productivity, or CSAT targets
- Additional languages
- Experience handling escalations or complex cases through resolution
Benefits:
- A specialist 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 complex case handling, escalation management, reporting, training, and quality
- Experience working with international teams, authorised stakeholders, 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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