Player Support Agent - English

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

Overview

Great player support is part of what keeps games alive. As a Player Support Agent, you are often the first person a player reaches when something goes wrong. Whether they are locked out of an account, reporting a bug, asking about a purchase, or looking for help with a game feature, your role is to provide clear, accurate, and professional support. You will work as part of a global gaming support team, helping players across different titles, platforms, and communities. This is an ideal role for someone who enjoys video games, communicates clearly, learns quickly, and wants to build experience in the games industry.

What You’ll Do

• 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 so you can better understand player issues.
• Carry out account actions only where permitted by written policy and access permissions.
• Document player issues, trends, bugs, and escalations in the appropriate workspace.
• Escalate complex, sensitive, or high‑impact issues to the correct internal or client‑side teams.
• Meet agreed service level, productivity, quality, and player experience targets.
• Assist with reporting by tracking information through approved platforms and spreadsheets.
• Support your managers and teammates with role‑appropriate tasks when needed.
• Maintain high standards of confidentiality, data privacy, and information security at all times.

The Ideal Profile

• Excellent written and verbal communication skills in English.
• A genuine interest in video games across different 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.

What We Offer

• A role in the video games industry, supporting real players and live game communities.
• Training on the games, tools, and workflows you will use.
• The chance to develop skills in player support, escalation handling, reporting, and quality.
• Experience working with international teams and global gaming projects.
• A fast‑paced, multicultural team environment.
• Opportunities to grow your knowledge of player experience and gaming support operations.

Experience and Skills

Previous experience in customer support, player support, moderation, community support, or a similar service role is helpful, but not always required. Training will be provided for the games, tools, and workflows you support.

Experience with the following would be an advantage:

• Customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools.
• Microsoft Office, Google Workspace, or similar productivity tools.
• Gaming communities, Discord, Reddit, forums, social media, or player‑facing support spaces.
• Live‑service games, mobile games, MMOs, online games, or multiplayer communities.
• Working against quality, SLA, productivity, or CSAT targets.
• Additional languages.