Sr Player Agent

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

Senior Player Support Agent

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.

Quality Assurance tasks as required

To Be Successful You Will Have

2+ Years of experience as Player Support Representative, or similar field

Excellent English communication skills C-1 level

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

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 Lionbridge's Employee Wellness Platform.

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.

IMPORTANT:

Please note that this is not a remote role - daily presence in the office is required.

We do not sponsor or assist with obtaining Visa or work permit.

You must meet specific citizenship or work permit requirements to be considered for this role.

Lionbridge reserves the right to contact only selected candidates.