Customer Support Representative (gaming industry)

Private Advertiser; Quezon City; On-site; PHP 223,000 - 402,000; Full time

Job summary

Private Advertiser in Metro Manila, Quezon City is seeking a Customer Support Officer for gaming with a focus on player assistance across game mechanics, features, and troubleshooting. The role involves guiding players through account access issues, in-game difficulties, and billing queries, while staying updated on new content and events.

The position requires collaboration with QA and Game Developers to resolve complex issues and to help shape future updates.

Responsibilities

• Provide timely, high-quality assistance to players about game mechanics, features, and troubleshooting.
• Address account access, in-game issues, and billing/payment queries with clear guidance.
• Advise players on guidelines, strategy, and ongoing promotional events.
• Record and track all player interactions and tickets in CRM/support platforms accurately.
• Collaborate with QA and Game Developers to resolve complex or technical issues.
• Monitor player feedback and sentiment to identify recurring patterns for game updates.
• Stay updated on product features, patches, new content, and events.
• Assist in improving customer service workflows, internal docs, and support resources.

Job description

Deliver timely, high-quality assistance to players by addressing queries about game mechanics, features, and technical troubleshooting.

Guide players in resolving operational and technical challenges, including account access, in-game difficulties, and billing/payment queries.

Advise players on game guidelines, strategic gameplay, and ongoing promotional events.

Record, manage, and track all player interactions and tickets accurately using designated CRM/support platforms.

Work closely with cross-functional teams (such as QA and Game Developers) to elevate and resolve complex or technical issues.

Track player feedback and user sentiment to spot recurring patterns, helping shape future game updates and enhancements.

Stay fully updated on product features, recent patches, new game content, and special events.

Participate in optimizing customer service workflows, internal documentation, and support resources.

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