Customer Service Representative (Agent)

Description

Role Summary

As a Customer Service Representative (Agent), you will be the frontline support for our client’s players. You’ll assist with inquiries, issues and feedback spanning game functionality, account management, in-game purchases, and community guidelines. Your role is vital in preserving player satisfaction, fostering loyalty, and helping bridge communication between our global gaming audience, internal and external teams (e.g., QA, Development, Community & UX).

Key Responsibilities

• Respond promptly, courteously and effectively to player support inquiries via email, chat and/or ticketing system.
• Diagnose player issues (account login, billing, in-game transactions, technical glitches, user interface issues, platform-specific problems) and either provide resolution or escalate to the appropriate internal team.
• Document cases thoroughly and accurately, maintaining knowledge-base entries and player histories for future reference.
• Communicate clearly in player-friendly language: explain steps, guide through processes, manage expectations for resolution times.
• Monitor recurring patterns in player issues and feedback, liaise with QA/Dev/Community teams to feed actionable insights.
• Uphold company policy, compliance and game-community guidelines; escalate incidents of abuse, cheating or inappropriate behaviour to the moderation team.
• Maintain high player-satisfaction metrics (e.g., first-reply time, resolution time, quality ratings) while adhering to SLAs.
• Contribute to the continuous improvement of support processes, self-help tools, FAQs and player onboarding materials.
• Stay current with game features, updates and platform changes so you can provide accurate and up-to-date assistance.

Requirements

Qualifications & Skills

• Excellent written (and if applicable, spoken) communication skills in English; additional languages (e.g., Spanish, German, French, Italian) a strong plus.
• Strong interest or familiarity with video games (especially open-world titles) and an understanding of gaming platforms, terminology and player-mindset.
• Previous experience in customer service, technical support or player support environment (preferably within gaming or digital entertainment).
• Analytical mindset and good problem-solving skills: able to triage issues, ask the right questions and escalate when needed.
• Empathetic attitude: able to engage with frustrated or confused users and turn the experience into a positive interaction.
• Familiarity with ticketing systems (e.g., Zendesk) and ability to learn internal tools quickly.
• Ability to work flexible hours (availability in evenings or weekends may be required to match global player time-zones).
• Strong collaboration skills: work effectively with Community, QA, Development, and other teams.
• KPI-driven mindset: focused on achieving performance metrics and using data to drive continuous improvement

Benefits

• We are offering a fijo-discontinuo contract.
• Training and learning, which will be provided by our on-site experts so you could learn all the skills needed to perform this job.
• Remote position from Spain