Player Support Agent (EN) - CDMX

TransPerfect; Ciudad Valles; On-site; MXN 167,000 - 257,000; Full time

Job summary

TransPerfect Gaming is a global employer seeking a junior Player Support Agent to join a diverse team supporting hundreds of game developers and publishers worldwide. You will handle Calls for Help, learn the games, and uphold community rules in a fast-paced environment.

You should be fluent in English, highly organized, and adept with gaming social media. Training and growth opportunities exist in a multicultural setting with a vibrant team of over 1,000 agents.

Qualifications

• Native level English with excellent oral and written skills.
• Excellent interpersonal and organizational skills.
• Advanced knowledge of Google Workspace.
• Strong multitasking and ability to work independently.
• Strong knowledge of gaming social media platforms.
• Passion for video games.

Responsibilities

• Process Calls for Help from the community you support.
• Familiarize yourself with supported games to resolve issues.
• Keep up to date with workflow, policy and gameplay changes.
• Become skilled in using ticketing and social media platforms.
• Creatively resolve day-to-day challenges.
• Assist with reporting by tracking data on forms or spreadsheets.
• Support managers with ad-hoc tasks.
• Hit KPIs such as Productivity, Quality, and Player Satisfaction.
• Enforce community rules and treat everyone fairly within the game.

Skills

Native English

Interpersonal skills

Organizational skills

Multitasking

Gaming social media

Passion for video games

Tools

Google Workspace

Job description

TransPerfect Gaming is a global team of passionate gamers offering world-class player support, community management, testing, localization, cybersecurity, co-development and more. Valuing innovation and teamwork, we're driven by our love of gaming. Our mission is to make every game enjoyable as our teams break language barriers and develop inclusive player communities. Together, we can create immersive experiences that resonate with players worldwide.

Are you a passionate gamer, determined to advance your career in the gaming industry? Are you skilled in building, raising, and supporting online communities and want to join a team of like minded people? If you answered yes to these questions, we’d love to meet you.

As a junior Player Support Agent, you’ll get the opportunity to work with a diverse team supporting hundreds of game developers and publishers across the globe. We’re currently looking for a dynamic addition to our vibrant team of over 1,000 in-house player support agents who can provide top class support in a fast-paced and active environment.

Responsibilities

• Processing ‘Calls for Help’ received from the community you are supporting.
• Becoming familiarized with the games you support, so you can best resolve these ‘Calls for Help’.
• Remaining up to date with changes in workflows, policies and gameplay.
• Becoming highly skilled in the use of various ticketing and social media platforms.
• Getting creative in finding solutions encountered on a to day-to-day basis.
• Assisting with reporting by tracking data on a form or spreadsheet.
• Supporting your managers with ad-hoc tasks.
• Reaching Key Performance Indicators such as Productivity, Quality, and Player Satisfaction.
• Enforcing community rules and treating everyone fairly in the context of the game.
• Reporting on any issues or trends found in the game.

Essential Skills

• A native level of English with excellent oral and written skills.
• Excellent interpersonal and organizational skills.
• Advanced knowledge of Google Workspace.
• Strong ability to multitask, prioritize, and work independently with minimal supervision.
• Great knowledge of gaming social media, such as Reddit, Facebook, X, and Discord.
• Driven by a passion for video games.

What We Offer

• The opportunity to hone and improve your skills.
• Apply your talents to a diverse variety of engaging gaming projects.
• A team of like-minded people in a fast-paced, multicultural environment.
• Ongoing training and professional self-improvement opportunities.

TransPerfect provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by local law.

We celebrate diversity as one of our core values and we have a clear goal: to be an inclusive workplace where a diverse mix of talented people want to come, stay and do their best work. Together with passionate, creative and collaborative colleagues, we are working to ensure accessibility is for everyone.