Sr Player Agent

Lionbridge; Xico; On-site; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Private medical care

Sport card

Birthday day off

Holiday allowance

Wellness platform access

Internal/External training platforms

Mobility and referral bonus programs

Job summary

Lionbridge is seeking a Senior Player Support Agent to serve on the front line of player care. You will resolve issues, gather feedback, and maintain a positive player experience across the gaming community.

Join a global team, work in shifts as needed, and contribute to continuous improvement through documentation and collaboration with cross-functional teams.

Qualifications

• 2+ years of experience as Player Support Representative or similar.
• Excellent English communication skills (C-1).
• Strong customer service and empathy toward players.
• Proven troubleshooting and problem-solving abilities.

Responsibilities

• Provide excellent customer service to players, respond to tickets, and resolve issues promptly.
• Troubleshoot technical issues players may encounter in-game (software/hardware/connectivity).
• Collect and relay player feedback to relevant teams (development, QA).
• Enforce terms of service and community guidelines, manage violations.
• Document interactions and contribute to support articles and FAQs.
• Communicate with players in a friendly, empathetic manner; collaborate with other agents.

Skills

Customer service

Communication

Empathy

Troubleshooting

Teamwork

Stress management

Technical literacy

English proficiency

Shift flexibility

Job description

Failure to follow these instructions may result in delays to your application processing, onboarding, and project start date.

Senior Player Support Agent

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.
• 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.

About Us

Lionbridge Games help our customers deliver the seamless experience they envision to any audience around the world, without compromise. Our team of global gamers helps developers, publishers and platform-holders complete thousands of game audio, localization, testing and other player experience projects on time and on budget. Learn more at games.lionbridge.com.

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.

The successful candidate will have to pass a criminal background check to Lionbridge's satisfaction. A criminal record does not constitute an automatic bar to employment at Lionbridge, and the nature of the job, the seriousness of the crime and date of the conviction will be considered.

Breaking Barriers. Building Bridges.