Senior Player Support Agent

Lionbridge Technologies, Inc.; Ciudad de México; Presencial; MXN 335.000 - 469.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical care

Sport card

Day off on your birthday

Holiday allowance

Access to internal training platforms

Career guidance and development

Descripción de la vacante

Lionbridge Games is seeking a Senior Player Support Agent to join on-site in Mexico City. You will be the frontline for player inquiries, resolving issues, and guiding players through our games with a friendly, empathetic approach.

The role requires at least 2 years in player support, excellent English communication, and strong problem-solving skills. You will work in a collaborative team, handle escalations, and help improve our support resources and player experience.

Formación

• Minimum 2 years of experience in player support.
• Excellent English communication skills (written and verbal).
• Strong customer service and problem-solving abilities.
• Ability to work in a team and handle stressful situations.
• Experience in gaming customer service is a plus.
• Proficient with computers and software/hardware understanding.
• Willingness to work shifts, including weekends/holidays.

Responsabilidades

• Provide excellent customer service to players by addressing ticket inquiries and resolving issues promptly.
• Troubleshoot game-related technical issues including software, hardware, or connectivity problems.
• Collect and relay player feedback to relevant teams for feature fixes and QA.
• Enforce game terms of service and community guidelines; manage warnings or bans as needed.
• Document player interactions and contribute to support articles and FAQs.

Conocimientos

Customer support

English communication

Troubleshooting

Teamwork

Stress management

Gaming customer service

Technical understanding

Shift flexibility

Computer literacy

Descripción del empleo

Senior Player Support Agent

*This position is required to be on-site at our office in Mexico City*

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.

To Be Successful You Will Have:

• At least 2 years of experience in player support
• Excellent English communication skills (written and verbal)
• 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
• Experience in a customer service role, preferably in gaming, is an advantage.
• Proficient in using computers, with a good understanding of software and hardware
• Flexibility to work in shifts, during weekends, or holidays if required.

In Return You Can Expect:

• 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 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.

About Us:

Lionbridge Games delivers the gaming experience you envision to any global audience. Our passionate global gamers help bring every aspect of your game to life, without compromise. Our services include narrative design, game localization, voiceover recording, subtitling, quality assurance testing, and player experience services. Lionbridge brings the highest quality and most precise testing to every game you develop-everywhere it will be played.

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.

Breaking Barriers. Building Bridges.