Gaming Support Specialist (Voice & Chat Support)
Infosys BPM
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Job summary
Infosys BPM in Hyderabad is seeking a Gaming Support Specialist to assist players with account, billing, connectivity, and console issues across phone, chat, and email. You will be the first point of contact, guiding customers through troubleshooting steps and recording cases in CRM.
The ideal candidate has 1–3 years in Gaming Support or related tech/customer roles, strong multi-channel communication, and a passion for gaming. Onsite, full-time, in a fast-paced, customer-focused team.
Qualifications
- Hands-on experience in Gaming Support
- Experience handling Account Issues, Payment & Billing Issues, Network & Connectivity Issues
- Experience with Gaming Console Issues and Subscriptions
- Experience through Voice, Chat, and/or Email channels
Responsibilities
- Provide exceptional customer support via voice, chat, and email channels.
- Troubleshoot and resolve gaming-related technical issues.
- Assist customers with console setup and device configuration.
- Diagnose login, authentication, and password-related issues.
- Support game launch, downloads, updates, and connectivity problems.
Skills
Job description
Gaming Support Specialist (Phone & Chat Support)
Location: [Hyderabad]
Employment Type: Full-Time
Work Mode: [Onsite]
Required Experience: 1 to 3 years of relevant experience
Domain: Gaming Support | Technical Support | Customer Experience
Turn Your Passion for Gaming into a Career!
Are you a gamer who enjoys solving technical problems and helping others. Do you have hands-on experience supporting gamers with account, payment, network, or gaming console issues.
We are looking for a Gaming Support Specialist to join our growing support team and deliver world-class customer experiences to gamers worldwide. This role is ideal for professionals with experience in Gaming Support, Technical Support, Service Desk, Helpdesk, Customer Support, or Contact Center environments who understand both the technical and customer service aspects of the gaming industry.
As a Gaming Support Specialist, you will be the first point of contact for players, helping them resolve account issues, payment concerns, connectivity problems, console troubleshooting, subscription-related inquiries, and gameplay service issues through phone, chat, and email support.
Work in the exciting and fast-growing gaming industry
Support passionate gamers across multiple platforms and services
Enhance your troubleshooting and customer engagement skills
Develop expertise in gaming ecosystems, consoles, subscriptions, and online services
Be part of a customer-focused and technology-driven team
Grow your career in Gaming Support, Technical Support, and Customer Experience
- Provide exceptional customer support via voice, chat, and email channels.
- Troubleshoot and resolve gaming-related technical issues efficiently.
- Assist customers with console setup, device configuration, and software installation.
- Diagnose account access, login, authentication, and password-related issues.
- Support customers with game launch failures, downloads, updates, performance, and connectivity issues.
- Guide players through troubleshooting steps and self-help resources.
- Resolve account-related issues including:
- Account access problems
- Sign-in failures
- Password resets
- Account recovery requests
- Security verification issues
- Profile and account management concerns
- Assist users with subscription management and account linking issues.
- Educate customers on account security best practices.
- Handle payment-related inquiries professionally and accurately.
- Support customers with:
- Payment failures
- Billing discrepancies
- Refund requests
- Subscription renewals
- Membership management
- Purchase-related concerns
- Investigate account transactions and resolve billing issues effectively.
- Ensure customers receive clear guidance regarding payment and subscription services.
- Troubleshoot console-related issues involving:
- Hardware connectivity
- System updates
- Performance concerns
- Installation errors
- Device synchronization
- Peripheral accessories
- Support customers across various gaming ecosystems and services.
- Provide step-by-step guidance for console configuration and optimization.
- Diagnose and resolve gaming network-related problems, including:
- Connectivity issues
- Multiplayer access problems
- Latency and lag concerns
- NAT configuration issues
- Online service disruptions
- Download and streaming-related concerns
- Guide customers in basic router, internet, and connectivity troubleshooting.
- Create, document, and maintain detailed support cases within CRM tools.
- Ensure all customer interactions are accurately recorded.
- Own customer issues from initial contact through resolution.
- Follow up on open cases and provide timely updates.
- Deliver a positive and empathetic customer experience during every interaction.
Hands-on experience in Gaming Support
Experience handling:
- Account Issues
- Payment & Billing Issues
- Network & Connectivity Issues
- Gaming Console Issues
- Subscription & Service-Related Issues
- Account Recovery & Authentication Issues
Prior experience in:
- Technical Support
- Service Desk
- Helpdesk
- Customer Support
- Contact Center Support
- Product Support
Experience supporting customers through Voice, Chat, and/or Email channels
Strong troubleshooting and diagnostic skills
Ability to manage multiple customer interactions in a dynamic environment
Candidates with experience supporting any of the following will stand out:
- Gaming Consoles
- Online Gaming Services
- Gaming Subscriptions & Membership Platforms
- Digital Purchases & Gaming Stores
- Multiplayer Gaming Issues
- Account Security & Authentication
- Network Troubleshooting
- Cloud Gaming Services
- Digital Content & Download Support
You are:
Passionate about gaming and technology
A strong problem solver with analytical thinking skills
Customer-obsessed and service-oriented
Comfortable handling both technical and billing-related issues
- 1 plus years of Experience in Gaming Support is mandatory.
- Prior experience in Technical Support, Service Desk, Helpdesk, or Customer Support environments.
- Experience supporting gaming platforms, subscriptions, online services, or gaming consoles is highly preferred.
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