Senior Player Support Specialist

Lionbridge Technologies, Inc.; Ciudad de México; On-site; MXN 180,000 - 300,000; Full time

Benefits offered by this job

Private medical care

Birthday off

Holiday allowance

Wellness platform

Training platforms

Mobility program

Referral bonuses

Job summary

Lionbridge Games is seeking a Senior Player Support Agent to be the frontline in helping players and resolving issues, enhancing their gaming experience.

The role requires 2+ years in player support, excellent English, strong customer service, and the ability to handle stressful situations while working in a team. Office presence is required, with benefits including private medical care and wellness resources.

Qualifications

• 2+ years of experience as Player Support or similar field.
• Excellent English communication skills (C-1 level).
• Strong customer service and empathy.
• Strong problem-solving and troubleshooting skills.
• Ability to work in a team.
• Ability to handle stressful situations and upset players.
• Proficient in using computers with hardware/software understanding.
• Flexibility to work in shifts, weekends or holidays.

Responsibilities

• Provide excellent customer service to players, responding to tickets and resolving problems promptly.
• Troubleshoot technical issues including software, hardware, or connectivity problems.
• Collect and relay player feedback to development or QA teams.
• Enforce terms of service and community guidelines, moderating behavior as needed.
• Document interactions and resolutions for future reference; contribute to FAQs.
• Communicate with players in a friendly, empathetic tone; liaise with other agents and departments.
• Participate in training to stay updated on game updates and support techniques.
• Regularly report on common queries to help improve the game.
• Escalate issues to higher authority when necessary.
• Quality Assurance tasks as required.

Skills

Customer service

English Proficiency

Teamwork

Troubleshooting

Communication

Tools

Computer literacy

Job description

Lionbridge Games is seeking a Senior Player Support Agent to be the frontline in helping players and resolving issues, enhancing their gaming experience.

The role requires 2+ years in player support, excellent English, strong customer service, and the ability to handle stressful situations while working in a team. Office presence is required, with benefits including private medical care and wellness resources.