Player Support Engagement Agent

Who We Are

We enable our clients to provide amazing gameplay experiences to gamers all over the world, through our best-in-class creative and technical services. Our services include Game Art, Level Design, Engineering, Quality Assurance, Localization, LQA, and Player Engagement.

Our studio footprint spans USA, Canada, Latin America, United Kingdom, Portugal, Romania, and India. Our 2,000+ professionals have proudly partnered with the world’s leading studios on over 12,000 game titles during the last 17 years.

For more information visit www.globalstep.com.

Summary of Job Profile

The Player Support Engagement Agent will work in tandem with different operations teams (community, development, marketing teams) to understand the needs of the game userbase. Bring them to the client’s attention to deliver a world-class player experience.

Core Responsibilities

1. Being the voice of our players, engaging in the player community forums, empathizing with their frustrations, resolving the issue and share the feedback.

2. Working creatively across multiple projects and platforms at the same time.

3. Staying on track with game updates and implementing procedures to support players about upcoming topics when needed.

4. Your day-to-day work consists of communicating with players and solving their problems, questions regarding game details/accounts, and providing excellent customer service.

5. You will also deliver feedback and bugs reported by players to our game teams and support them in providing solutions.

6. You will work closely with our internal teams to stay up to date on new and upcoming features.

7. Tracking all issues in a report data base (Excel, Google Docs, CRM)

Skills

Detail-oriented.

Ability to work in a team.

Rigorous and autonomous.

Comfortable using IT tools (Excel, Google Sheets and Google Drive).

Requirements

1. Experience in Email Support / Chat Support is mandatory.

2. Passionate about Video Games.

3. Fair understanding and experience of playing mobile games.

4. Good English written and verbal communication skills.

5. Exposure to Community & Social Media Management.

6. Computer literate (Proficiency in Word, Excel, Internet Browsing, VPN technologies & Simulators).

7. Knowledge about mobile devices (Android, iOS) and application reviews.

8. Secure, Quiet, Safe work environment

9. Wired internet connection capabilities

What We Offer

1. Real career opportunities in the world of video games.

2. A multicultural environment.

3. Free hot drinks in the office.

4. Donuts every Friday.

5. Break room with Playstation and table soccer.

6. Easy access by public transit (office across from Rosemont metro station).

7. Pay parking nearby.

GlobalStep is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Please note that the candidate is required to have a good level of English for this position, given that the data provided by the client is essentially in this language. Since our client and other collaborators are based outside Quebec, English is also the main language of communication with them.

If you’re interested, contact us – we look forward to hearing from you!

*Please note that only selected candidates will be contacted. Thank you for your understanding.*