Gaming Player Support Specialist

TransPerfect; Ciudad Valles; Presencial; MXN 167.400 - 256.680; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Gaming industry experience

Training provided

International teams

Multicultural team

Descripción de la vacante

TransPerfect is seeking a Player Support Agent to assist players via ticketing, chat, email, and social channels. You will triage issues, apply documented steps, and provide clear, professional responses while learning the games you support.

You'll work with a global team, handle confidential data, and help meet service level targets. Prior customer support experience is helpful, and familiarity with Zendesk or similar tools is a plus.

Formación

• Excellent written and verbal communication in English.
• A genuine interest in video games across platforms, genres, or communities.
• Strong attention to detail and the ability to follow documented processes accurately.
• A player-focused mindset and a professional approach to support.
• Ability to investigate issues, identify the correct next step, and escalate when needed.
• Comfortable working with digital tools, online workspaces, spreadsheets, and ticketing systems.
• Ability to work flexibly and collaboratively within a global team.
• Quick to adapt to new games, updates, tools, policies, and workflows.

Responsabilidades

• Respond to player queries through approved ticketing, chat, email, and social support channels.
• Triage player issues, investigate reported problems, and follow documented steps.
• Provide clear, friendly, and accurate responses in line with project guidelines.
• Become familiar with the games you support to understand player issues.
• Carry out account actions only where permitted by policy and permissions.
• Document player issues, trends, bugs, and escalations in the appropriate workspace.
• Escalate complex, sensitive, or high‑impact issues to correct internal or client‑side teams.
• Meet service level, productivity, quality, and player experience targets.
• Assist with reporting by tracking information through approved platforms.
• Support managers and teammates with role‑appropriate tasks.
• Maintain confidentiality, data privacy, and information security.

Conocimientos

Written and verbal English

Attention to detail

Player-focused mindset

Collaborative global teamwork

Adaptability

Digital tools & ticketing

Herramientas

Zendesk

Help desk tools

Descripción del empleo

TransPerfect is seeking a Player Support Agent to assist players via ticketing, chat, email, and social channels. You will triage issues, apply documented steps, and provide clear, professional responses while learning the games you support.

You'll work with a global team, handle confidential data, and help meet service level targets. Prior customer support experience is helpful, and familiarity with Zendesk or similar tools is a plus.