Junior Player Support Agent

51 Minutes ago • All levels • Customer Service

Job Summary

Job Description

As a Junior Player Support Agent, you will be the primary point of contact for players, resolving their issues and enhancing their gaming experience. Responsibilities include providing excellent customer service, troubleshooting technical problems, collecting player feedback, enforcing game terms of service, documenting interactions, and escalating issues when necessary. The role requires strong communication, problem-solving skills, and the ability to work effectively in a team, handling stressful situations with empathy. You will also participate in training and report on common player issues.
Must have:
  • Excellent English communication skills (C1)
  • Knowledge of video game industry trends
  • Strong customer service and empathy
  • Strong problem-solving skills
  • Ability to work in a team
  • Ability to handle stress
  • Proficiency with computers
Good to have:
  • Experience in customer service (gaming preferred)
  • Flexibility for shifts/weekends/holidays
Perks:
  • Contract of employment with benefits
  • Private medical care
  • Sport card
  • Day off on birthday
  • Holiday allowance
  • Exposure to various technology stacks
  • Opportunity to cooperate with major tech companies
  • Access to Employee Wellness Platform
  • Access to internal and external training
  • Career guidance and development opportunities
  • Internal mobility and referral bonus programs

Job Details

Job Title: Junior Player Support Agent 
Location: On-site in Mexico City
Compensation: 18,000 MXN

 

Position Summary

As a Player Support Agent, you will be the front line in providing exceptional support to our diverse community of players, resolving issues, and enhancing their overall gaming experience. The ideal candidate will be digital savvy, have a deep understanding of the casual gaming landscape, and a passion for building strong relationships with our players.

 

What You Will Do

  • Provide excellent customer service to players, responding to their ticket inquiries, and resolving their problems in a timely and professional manner.
  • Troubleshoot technical issues that players may encounter while playing the game, including software, hardware, or connectivity problems.
  • Collect feedback from players regarding game features, bugs, and user experience, and pass this information to the relevant teams such as development or quality assurance.
  • Enforce the game's terms of service and community guidelines, and deal with violations appropriately, which can include moderating player behavior, issuing warnings, or banning accounts.
  • Document player interactions, issues, and resolutions for future reference, and contribute to the creation and updating of support articles and FAQs.
  • Communicate effectively with players, maintaining a friendly and empathetic tone. Work in a team, liaising with other agents and departments.
  • Participate in training and development activities to stay updated on the latest game updates, customer service techniques, and technical troubleshooting methods.
  • Regularly report on common queries, issues, and feedback from players to help the company understand player needs and improve the game.
  • Handle escalation of issues to the relevant higher authority or department when necessary.

 

To Be Successful You Will Have

  • Excellent English communication skills (C1 level - written and verbal)
  • Knowledge of the video game industry releases and trends
  • Strong customer service skills with the ability to empathize with players
  • Strong problem-solving and troubleshooting skills
  • Ability to work in a team
  • Ability to handle stressful situations and deal with upset players
  • Experience in a customer service role, preferably in gaming, is an advantage.
  • Proficient in using computers, with a good understanding of software and hardware
  • Flexibility to work in shifts, during weekends, or holidays if required.

 

 

In Return You Can Expect

  • Contract of employment with employee benefits package including private medical care, sport card, day off on your birthday and holiday allowance.
  • Exposure to various technology stacks, and opportunity to cooperate with one of the biggest tech companies in the world.
  • Access to Lionbridge's Employee Wellness Platform.
  • Access to both internal and external training platforms.
  • Career guidance with learning and development opportunities along the way, backed by Lionbridge's internal mobility and referral bonus programs.

 

 

 

About Us

Lionbridge Games help our customers deliver the seamless experience they envision to any audience around the world, without compromise. Our team of global gamers helps developers, publishers and platform-holders complete thousands of game audio, localization, testing and other player experience projects on time and on budget. Learn more at games.lionbridge.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

The successful candidate will have to pass a criminal background check to Lionbridge’s satisfaction.  A criminal record does not constitute an automatic bar to employment at Lionbridge, and the nature of the job, the seriousness of the crime and date of the conviction will be considered.

 

Breaking Barriers. Building Bridges.

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