OVERVIEW
Great player support is part of what keeps games alive. As a Player Support Agent, you are often the fi rst person a player reaches when something goes wrong. Whether they are locked out of an account, reporting a bug, asking about a purchase, or looking for help with a game feature, your role is to provide clear, accurate, and professional support. You will work as part of a global gaming support team, helping players across different titles, platforms, and communities. This is an ideal role for someone who enjoys video games, communicates clearly, learns quickly, and wants to build experience in the games industry.
WHAT YOU’LL DO
● 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 you support so you can 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 your managers and teammates with role-appropriate tasks when needed.
● Maintain high standards of confi dentiality, data privacy, and information security at all times.
THE IDEAL PROFILE
● 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 fl exibly and collaboratively within a global team.
● Quick to adapt to new games, updates, tools, policies, and workfl ows.
WHAT WE OFFER
● A role in the video games industry, supporting real players and live game communities.
● Training on the games, tools, and workfl ows 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.
EXPERIENCE and SKILLS
Previous experience in customer support, player support, moderation, community support, or a similar service role is helpful, but not always required. Training will be provided for the games, tools, and workfl ows you support.
Experience with the following would be an advantage:
● Customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools.
● Microsoft Offi ce, Google Workspace, or similar productivity tools.
● Gaming communities, Discord, Reddit, forums, social media, or player-facing support spaces.
● Live-service games, mobile games, MMOs, online games, or multiplayer communities.
● Working against quality, SLA, productivity, or CSAT targets.
● Additional languages.
Remote
Gaming
Freelance
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Remote Senior Player Support Agent - English (Remote) • Ponce, Puerto Rico
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