Customer Support Specialist - Gaming Account Assistance

Progressive Technology; Medellin; Hybrid; PHP 240,000 - 360,000; Full time

Job summary

Progressive Technology is seeking a Customer Support Specialist – Gaming Account Assistance to help players with account-related issues on gaming platforms. You will assist with account creation, login problems, password resets, profile updates, verification, and security concerns, delivering friendly, efficient service.

You will communicate through email, live chat, and ticketing systems, document issues, follow procedures, and collaborate with other teams to resolve complex cases while

Qualifications

• High school diploma or equivalent preferred.
• Additional IT or computer applications qualifications are advantageous.
• Candidates with customer service or gaming industry exposure may be considered.

Responsibilities

• Help players create accounts, access profiles, and update information.
• Troubleshoot login issues and password problems.
• Guide through verification procedures while protecting personal data.
• Answer questions about subscriptions, purchases, and game settings.
• Respond via email, live chat, or ticketing systems and document steps taken.

Skills

Strong communication

Patience

Attention to detail

Problem-solving

Customer focus

Time management

Education

High school diploma preferred

IT / computer applications knowledge

Customer service exposure beneficial

Tools

CRM platforms

Ticketing platforms

Support dashboards

Job description

1. Job Summary

Progressive Technology is seeking a customer-focused and enthusiastic Customer Support Specialist – Gaming Account Assistance to provide reliable, friendly, and efficient support to players experiencing account-related issues on gaming platforms. This role is ideal for individuals who enjoy gaming, solving problems, communicating with people, and helping customers have a smooth and enjoyable gaming experience.

The successful candidate will assist players with account registration, login difficulties, password resets, profile updates, account verification, security concerns, subscription questions, in-game purchase inquiries, and general platform navigation. The specialist will serve as a primary point of contact for customers, helping them resolve issues professionally while maintaining a positive relationship with the gaming community.

Candidates should demonstrate strong communication skills, patience, attention to detail, and a willingness to learn new systems and procedures. Previous customer service or gaming industry experience is beneficial but may not be essential for candidates who demonstrate the right attitude, technical aptitude, and problem-solving abilities.

This position may involve remote, hybrid, or office-based work, depending on business requirements. The role offers an opportunity to develop customer service expertise while gaining practical experience in gaming technology, digital account management, and online community support.

2. Key Responsibilities

• Gaming Account Assistance: Help players create accounts, access existing profiles, update account information, and navigate gaming platforms.
• Login and Access Support: Troubleshoot common login issues, forgotten passwords, account lockouts, verification errors, and difficulties accessing gaming services.
• Account Verification: Guide customers through approved identity and account verification procedures while protecting their personal information.
• Technical Troubleshooting: Identify and resolve common account-related technical issues by following established troubleshooting guides and support procedures.
• Purchase and Subscription Inquiries: Assist customers with questions about game subscriptions, membership plans, transaction records, downloadable content, and in-game purchases within the scope of the role.
• Customer Communication: Respond to customer inquiries through email, live chat, ticketing systems, or other approved communication channels.
• Complaint Resolution: Listen carefully to customer concerns, acknowledge problems professionally, and provide practical solutions or escalated complex cases.
• Account Security: Follow security protocols when handling suspicious login attempts, compromised accounts, unauthorized access concerns, and requests to recover accounts.
• Ticket Management: Record customer interactions accurately, categorize support requests, document troubleshooting steps, and maintain up-to-date case notes.
• Issue Escalation: Refer unresolved technical issues, billing disputes, suspected fraud, and policy-related concerns to the appropriate specialist teams.
• Customer Education: Explain account settings, privacy controls, security features, and platform procedures in clear, easy-to-understand language.
• Service Quality: Meet applicable customer satisfaction, response time, resolution quality, and productivity expectations.
• Knowledge Base Maintenance: Use available support documentation and contribute suggestions to improve frequently asked questions and troubleshooting resources.
• Team Collaboration: Work with technical support, billing, moderation, and account management teams to resolve customer issues efficiently.
• Policy Compliance: Follow company guidelines, data protection requirements, gaming platform policies, and customer service standards.
• Continuous Improvement: Participate in training sessions, product updates, and team meetings to remain informed about new gaming features and support procedures.

3. Required Skills and Qualifications

Educational Qualifications

A high school diploma or equivalent is preferred.

Additional qualifications in information technology, computer applications, customer service, communications, or a related field are advantageous.

Candidates with relevant practical skills and a willingness to learn may be considered even without specialized qualifications.

Communication Skills

Strong written and verbal communication skills.

Ability to explain technical instructions in simple, understandable language.

Professional, courteous, and empathetic communication with customers from different backgrounds.

Ability to remain calm and respectful when handling frustrated players or repetitive inquiries.

Good grammar, spelling, and attention to detail when preparing customer responses.

Technical Skills

Basic knowledge of computers, internet browsers, email, and online account management.

Familiarity with password recovery, two-factor authentication, account verification, and common security practices.

Ability to navigate support dashboards, customer relationship management systems, and ticketing platforms after training.

General understanding of gaming platforms, online multiplayer games, digital subscriptions, and gaming account settings.

Ability to follow troubleshooting instructions and learn unfamiliar software applications.

Customer Service Skills

Strong customer-focused mindset.

Effective problem-solving and decision-making abilities.

Patience and professionalism when handling customer complaints.

Good organizational skills and the ability to manage multiple support requests.

Commitment to providing accurate, timely, and helpful responses.

Additional Requirements

Reliable internet access and a suitable workspace for remote positions, where applicable.

Ability to maintain confidentiality when handling customer information.

Willingness to work assigned shifts, including evenings, weekends, or holidays if required.

Openness to feedback, coaching, and continuous professional development.

4. Experience

Progressive Technology welcomes applications from both entry-level candidates and experienced customer support professionals, depending on the requirements of the position.

Entry-Level Candidates

Previous customer support experience may not be required for suitable entry-level applicants.

A genuine interest in gaming and digital technology is desirable.

Candidates should be willing to learn account management systems, customer service procedures, and troubleshooting techniques.

Strong communication skills, reliability, and a positive attitude are essential.

Experienced Candidates

Previous experience in customer service, technical support, help desk operations, online gaming support, or digital account management is advantageous.

Experience using ticketing systems, CRM platforms, live chat tools, or customer support software is preferred.

Familiarity with account recovery, subscription management, transaction inquiries, and customer complaint resolution is beneficial.

Experience working in a remote customer service environment is an added advantage.

All candidates should demonstrate a willingness to follow established procedures, protect customer information, and deliver a consistent customer experience.

5. Working Hours

Working hours will depend on the employment arrangement, customer demand, and operational requirements.

Employment Type: Full-time or part-time, depending on the available position.

Work Arrangement: Remote, hybrid, or office-based, subject to the employer's confirmed requirements.

Shift Patterns: Standard business hours or rotational shifts may apply.

Weekend Availability: Weekend and public holiday coverage may be required to support gaming customers across different time zones.

Scheduling: Employees will receive their assigned schedules according to team requirements and applicable employment policies.

Breaks and Attendance: Employees are expected to follow assigned working hours, attendance procedures, and designated break periods.

Training: Initial onboarding and ongoing training may be scheduled during designated working hours.

Applicants should confirm the actual work location, shift schedule, employment type, and compensation details with the hiring team before accepting an offer.

6. Knowledge, Skills, and Abilities

Knowledge

• Understanding of online gaming accounts, user profiles, and digital platform services.
• Basic awareness of account security, privacy settings, and authentication methods.
• Familiarity with common customer service principles and support workflows.
• General knowledge of internet connectivity, browser troubleshooting, and basic computer operations.
• Awareness of the importance of protecting personal information and following data handling procedures.

Skills

• Clear and professional written communication.
• Active listening and customer empathy.
• Logical troubleshooting and problem analysis.
• Accurate documentation and ticket management.
• Time management and task prioritization.
• Conflict resolution and professional complaint handling.
• Ability to learn new technologies and support tools.
• Attention to detail when reviewing account information and following verification steps.

Abilities

• Ability to understand customer problems and identify suitable next steps.
• Ability to manage multiple support tickets while maintaining service quality.
• Ability to follow documented procedures and recognize when escalation is necessary.
• Ability to communicate effectively with customers and colleagues.
• Ability to adapt to changing gaming products, platform updates, and support processes.
• Ability to work independently while contributing to a collaborative support team.
• Ability to maintain professionalism, confidentiality, and accuracy during busy periods.
• Ability to respond constructively to coaching and use feedback to improve performance.

7. Benefits

• Depending on the employment arrangement and the benefits confirmed by Progressive Technology, the position may offer:
• Flexible Work Options: Potential remote or hybrid working arrangements for eligible positions.
• Training and Development: Structured onboarding and opportunities to develop customer service and technical troubleshooting skills.
• Gaming Industry Exposure: Practical experience supporting digital gaming accounts and online customer communities.
• Career Development: Opportunities to build experience relevant to technical support, customer success, account management, and quality assurance roles.
• Collaborative Environment: The opportunity to work with colleagues across customer service, technical support, and account operations.
• Performance Feedback: Regular coaching and feedback to support professional growth.
• Transferable Skills: Development of communication, problem-solving, organization, and digital support capabilities.
• Employment Benefits: Salary, paid leave, insurance, bonuses, equipment support, or other benefits may be available depending on the contract, location, and company policy.
• Specific benefits, salary ranges, equipment provisions, and eligibility criteria should be confirmed in the official job offer. No particular benefit is guaranteed unless stated by the employer.

8. Why Join Progressive Technology?

Joining Progressive Technology as a Customer Support Specialist – Gaming Account Assistance can provide an opportunity to combine customer service with an interest in gaming and technology.

This position is suited to individuals who enjoy helping people, solving everyday technical problems, and learning how digital platforms operate. Employees can develop practical experience in account troubleshooting, customer communication, support documentation, and issue resolution.

There may also provide a foundation for future career opportunities in technical support, customer success, service operations, gaming platform administration, or support quality management.

Progressive Technology seeks candidates who value teamwork, professionalism, continuous learning, and positive customer experiences. Whether you are beginning your career or building on previous customer service experience, this role offers an opportunity to strengthen your skills and contribute to a customer-focused support function.

Candidates who are patient, dependable, adaptable, and comfortable using digital tools are encouraged to consider this opportunity.