Gaming Support Specialist - Offshore 24/7

Reliasourcing; Pasay; On-site; PHP 300,000 - 420,000; Full time

Job summary

Reliasourcing is hiring a Support Representative to establish and lead our offshore support team in the Philippines. You will independently handle customer inquiries, troubleshoot issues, and ensure exceptional support across email, live chat, and social platforms.

As the first offshore hire, you will shape team culture, mentor new members, and take on increasing responsibilities while working a 24/7 shift schedule including nights, weekends, and holidays.

Qualifications

• Proven track record in stable employment and reliable performance.
• Experience in Customer Support, Community Management, or similar customer-facing role.
• Solid gaming industry experience is preferred or required.
• Familiarity with KYC/compliance and financial operations is a plus.
• Experience training or mentoring junior agents is desirable.
• Experience supporting customers via email, chat, and social media channels.
• Familiarity with customer support platforms, CRM systems, and ticketing tools.
• Strong understanding of live service games, gaming ecosystems, and virtual economies.
• Experience creating help center articles, FAQs, or video tutorials.

Responsibilities

• Provide timely, professional, and empathetic support to customers via email, live chat, and social media.
• Troubleshoot technical, account-related, and gameplay issues across multiple platforms.
• Escalate complex cases to the appropriate teams with proper follow-up and resolution.
• Document recurring issues, bugs, and player feedback to improve support and game quality.
• Stay up to date with game updates, events, features, and community trends to provide accurate information.
• Create and maintain knowledge base articles, FAQs, player guides, and other support documentation.
• Contribute to improving support processes and customer experience.
• Mentor and guide future team members as the support team grows.

Skills

Customer support

Communication

English proficiency

Problem solving

Multitasking

Empathy

Tools

CRM systems

Ticketing tools

Knowledge base

Live chat platforms

Job description

Reliasourcing is hiring a Support Representative to establish and lead our offshore support team in the Philippines. You will independently handle customer inquiries, troubleshoot issues, and ensure exceptional support across email, live chat, and social platforms.

As the first offshore hire, you will shape team culture, mentor new members, and take on increasing responsibilities while working a 24/7 shift schedule including nights, weekends, and holidays.