Games

Lionbridge Technologies; Ciudad de México; On-site; MXN 180,000 - 300,000; Part time

Benefits offered by this job

Private medical care

Sport card

Day off on birthday

Holiday allowance

Employee Wellness Platform

Internal training platforms

Referral bonus programs

Job summary

Lionbridge Technologies in Mexico City is seeking a Senior Player Support Agent with 2+ years of experience to provide frontline support to our gaming community. You will respond to player tickets, troubleshoot issues, and relay feedback to relevant teams to improve the game experience.

In this role, you will enforce community guidelines, document interactions, and collaborate with other agents. The position requires in-office presence and a strong customer service mindset.

Qualifications

• 2+ years of experience as Player Support Agent or similar field.
• Excellent English communication skills at C1 level.
• Strong customer service, empathy, and problem-solving abilities.
• Ability to work in a team and handle stressful situations.

Responsibilities

• Provide excellent customer service to players, responding to ticket inquiries and resolving problems in a timely and professional manner.
• Troubleshoot technical issues players may encounter, including software, hardware, or connectivity problems.
• Collect and relay player feedback to development or quality assurance teams.
• Enforce the game's terms of service and community guidelines, issuing warnings or bans as needed.
• Document player interactions, issues, and resolutions for future reference and update FAQs.

Skills

English C1

Customer service

Problem solving

Team player

Technical troubleshooting

Tools

Computers

Job description

2 - 5 Years

Employee

Job Description

Senior Player Support Agent

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.
• Quality Assurance tasks as required

To Be Successful You Will Have

• 2+ Years of experience as Player Support Representative, or similar field
• Excellent English communication skills C-1 level
• 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
• Proficient in using computers, with a good understanding of software and hardware
• Flexibility to work in shifts, during weekends, or holidays if required.
• 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.

IMPORTANT

• Please note that this is not a remote role — daily presence in the office is required.
• We do not sponsor or assist with obtaining Visa or work permit.
• You must meet specific citizenship or work permit requirements to be considered for this role.
• Lionbridge reserves the right to contact only selected candidates.

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.