Senior Player Support Agent

27 Minutes ago • All levels • ~ $270,000 PA

Job Summary

Job Description

As a Senior Player Support Agent at Lionbridge Games, you will be the primary point of contact for a diverse community of players, dedicated to resolving their issues and enhancing their overall gaming experience. This full-time, on-site role in Mexico City requires a digital-savvy individual with a deep understanding of casual gaming and a passion for building strong player relationships. You will troubleshoot technical problems, collect valuable feedback, enforce community guidelines, and document interactions, all while maintaining a friendly and empathetic tone. This role is crucial for ensuring player satisfaction and contributing to game improvement.
Must have:
  • 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.
Good to have:
  • Experience in a customer service role, preferably in gaming, is an advantage.
Perks:
  • 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 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.

Job Details

Level Up Your Career with Lionbridge Games!

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 (written and verbal)
  • 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 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 delivers the gaming experience you envision to any global audience. Our passionate global gamers help bring every aspect of your game to life, without compromise. Our services include narrative design, game localization, voiceover recording, subtitling, quality assurance testing, and player experience services. Lionbridge brings the highest quality and most precise testing to every game you develop—everywhere it will be played.

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.

Breaking Barriers. Building Bridges.

Similar Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Skill Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Jobs in Mexico City, Mexico

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Mexico City, Mexico (On-Site)

Mexico City, Mexico (On-Site)

Mexico City, Mexico (On-Site)

Yokohama, Kanagawa, Japan (On-Site)

Yokohama, Kanagawa, Japan (On-Site)

Mexico City, Mexico (On-Site)

Jinan, Shandong, China (On-Site)

Bellevue, Washington, United States (Remote)

United Kingdom (On-Site)

Mexico City, Mexico (On-Site)

View All Jobs

Get notified when new jobs are added by Lionbridge Games

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug