Senior Player Support Specialist - In-Office

Lionbridge Games; Ciudad de México; On-site; MXN 335,000 - 469,000; Full time

Benefits offered by this job

Private medical care

Sport card

Birthday day off

Holiday allowance

Employee Wellness Platform

Job summary

Lionbridge is seeking a Senior Player Support Agent to join our office-based team in Mexico City. You will handle player tickets, troubleshoot technical issues, and coordinate with development and QA to improve the gaming experience.

The role requires at least 2 years in player support, strong English skills, empathy, and the ability to work under pressure. Expect shift flexibility and opportunities for training and career growth within Lionbridge.

Qualifications

• 2+ years of experience in player support or related field.
• Excellent English communication skills at C-1 level.
• Strong customer service skills with ability to empathize with players.
• 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 good understanding of software and hardware.
• Flexibility to work shifts, weekends, or holidays if required.

Responsibilities

• Provide excellent customer service to players by responding to ticket inquiries and resolving issues promptly.
• Troubleshoot technical issues including software, hardware, or connectivity problems.
• Collect and relay feedback to development or QA teams.
• Enforce terms of service and community guidelines, and moderate as needed.
• Document interactions, issues, and resolutions for future reference; contribute to FAQs and support articles.
• Communicate with players in a friendly, empathetic tone and collaborate with other agents and departments.
• Participate in training to stay updated on game updates and troubleshooting methods.
• Regularly report on common queries and feedback to inform product improvements.
• Escalate issues to higher authorities when necessary.
• Perform QA tasks as required.

Skills

Customer service

English (C1)

Empathy

Teamwork

Problem solving

Tools

Computers

Hardware basics

Job description

Lionbridge is seeking a Senior Player Support Agent to join our office-based team in Mexico City. You will handle player tickets, troubleshoot technical issues, and coordinate with development and QA to improve the gaming experience.

The role requires at least 2 years in player support, strong English skills, empathy, and the ability to work under pressure. Expect shift flexibility and opportunities for training and career growth within Lionbridge.