English Gaming Support Agent - LATAM

5CA Group; Villa El Salvador; Remote; PEN 46,000 - 77,000; Full time

Benefits offered by this job

Remote work

Job summary

5CA is hiring a Gaming Support Agent to remotely assist players for a leading game studio. You will troubleshoot account and technical issues, resolve purchase and gameplay questions, and work with a team led by a Team Lead and Operations Manager.

You’ll complete training modules to grow and stay current with new projects and brand updates. Applicants should have advanced English, strong gaming knowledge, a reliable gaming PC, and a proactive, independent approach to problem solving while

Qualifications

• You speak and write English at an advanced level (minimum C1).
• Gaming knowledge and passion for video games.
• Own a modern gaming PC/laptop.
• Fast learner with initiative and troubleshooting focus.

Responsibilities

• Handle customer support issues for an assigned game studio.
• Assist players with account, technical, purchase, and gameplay queries.
• Collaborate with a team under a Team Lead and Operations Manager.
• Engage with training modules to grow skills and stay updated on games and branding.

Skills

Advanced English (C1)

Job description

As a Gaming Support Agent at 5CA, you'll handle customer support issues for an assigned game studio. You'll help players with account and technical issues and resolve purchase- and gameplay-related queries. You'll work with a team of agents under the guidance of a Team Lead and an Operations Manager and take assisted training modules that help you grow, develop, and improve your skills as you work. You'll stay on top of the client's newest projects and updates, as well as past releases and branding, and help their players continue enjoying the games they love.

About You

• You speak and write English at an advanced level (minimum C1).
• You are located in Argentina, Colombia, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Panama, or Peru.
• You have in-depth gaming knowledge and love anything related to video games.
• You own a modern gaming PC/laptop.
• You are a fast learner, take initiative and excel at troubleshooting.
• You have a dedicated quiet workspace located within your residence.
• (Optional) Experience in a Customer service environment is a plus.

Technical requirements

• A minimum internet speed of 15 Mb/s download and 15 Mb/s upload with Latency < 120 ms, internationally
• A minimum of 8 GB RAM
• Windows 11 (All editions except Windows S Mode)
• A processor with a CPU Mark of at least 9220, like Intel i5-8400, or stronger (Has to be 8th Gen Intel or above, if Ryzen, 2nd Gen or above)
• A GPU with a G3D Rating of 4806, like GTX 760, or stronger
• 2 monitors
• A smartphone usable for two-factor authentication that runs at least:
• Android 10.0 or newer
• Apple iOS 16.0 or newer

What we offer

• The flexibility to work 100% remotely with no wasted commute time and travel costs.
• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients.
• A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness.
• Innovative digital tools and comprehensive training, with access to our library of online training courses.
• Various learning and career development initiatives throughout the year.
• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few.

About 5CA

We are a remote-first CX company working with passionate agents worldwide. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience.

Our community is full of digital natives and gamers that troubleshoot with care for the brands they love, from home, in their languages. We work with people from all cultures and backgrounds and champion diversity and inclusion in all we do.

• As part of this recruitment process, 5CA may conduct a screening activity on your publicly available social media accounts registered on Twitter, Linked-In, Facebook and Instagram. For further details, please refer to our privacy policy.