Player Support Agent
3 Months ago • All levels
Customer Service
Job Description
Larian Studios, an award-winning developer known for Baldur's Gate 3 and Divinity: Original Sin 2, is seeking a Player Support Agent. The role involves providing top-tier customer service to players across multiple gaming platforms (Steam, console, handheld) via an email ticketing system. Responsibilities include resolving player queries, assisting with technical troubleshooting, documenting and escalating bugs, and supporting the merchandise team with inquiries. The ideal candidate will have previous customer or technical support experience, excellent English communication skills, a player-centric mindset, and experience working in a team environment. Gaming experience across various platforms is also preferred.
Good To Have:
- Familiarity with ticketing systems (Freshdesk, Zendesk, etc.)
- Previous player-facing role in gaming industry
- Experience troubleshooting PC/Mac issues
- Familiarity with Google Suite
- Experience with internal ticketing systems (Jira, etc.)
- Passion for gaming, especially RPGs
Must Have:
- Fluent English for player and colleague interaction
- Previous customer/technical support via email/chat
- Strong English grammar, spelling, and syntax
- Player-centric mindset and issue escalation
- Ability to work efficiently individually and in a team
- Work with minimal direct supervision
- Experience with gaming across multiple platforms
Perks:
- International team across 7 studios
- Open and collaborative environment
- Experienced managerial team
- Sharing hobbies and passions with colleagues
- Inclusive environment with organized activities
- Commitment to making the best games
With multiple awards to our name, Larian Studios has proven that we’re dedicated to delivering high-quality role-playing games. As we move on to new projects, the studio that brought you Baldur’s Gate 3 & Divinity: Original Sin 2 is looking for a Player Support agent to join the team.
Responsibilities
- Providing top tier assistance to our players by resolving their queries and issues across multiple gaming platforms (Steam/console/handheld) all while providing outstanding customer service.
- Working with our email ticketing system to help players with their queries in a timely and efficient manner. The role does not involve phone calls.
- Working closely with our QA team, community team, and other departments to ensure you have all the information needed to assist our players effectively.
- Assisting the Support Lead and QA team in documenting and escalating bugs being reported to us by players via our ticketing system.
- Assisting players with technical troubleshooting related to the game. This can include (but is not limited to) crashes, performance based issues, or issues with audio or visual difficulties they could be encountering while trying to play our game.
- Assisting our merch team with answering any emails regarding online orders, shipping, or general inquiries.
Requirements
- Fluent in English and can use it daily to interact with players and converse with your colleagues.
- Previous experience in a customer support or technical support role where you assisted customers via email or chat.
- A strong handle on English grammar, spelling, and syntax. You can craft a fantastic email and can explain complex and technical things in a succinct and easily understood manner.
- A player-centric mind set and experience triaging and escalating specific issues that have a high impact within the player community.
- You enjoy working in a team environment with both team and individual efficiency targets.
- The ability to work with minimal direct supervision, though you will always have support around you.
- Experience with gaming, ideally across multiple platforms such as PC, Playstation, and Xbox.
Nice to haves
- Familiarity with support ticketing systems such as Freshdesk, Zendesk,Helpshift or similar.
- Previous experience working in a player facing role within the gaming industry.
- Experience troubleshooting issues on PC and/or Mac.
- Familiarity with Google Suite apps and can use them effectively.
- Experience with internal ticketing systems such as Jira or similar.
- A passion for gaming, especially RPGs and are excited to talk to players!
What we offer
- An international team of over 500 employees spread across 7 studios around the world, each of which have their own unique qualities, and maintain a small-studio feel
- An open, collaborative environment where ideas are welcome and encouraged
- A managerial team consisting of highly experienced game developers at the top of their fields
- Sharing hobbies and passions with like-minded colleagues
- Inclusive environment with many activities organized by the studios or the employees
- Commitment to making the best game possible for the fans, including listening to community feedback
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