Global Gaming Support Specialist

TransPerfect; Mexico; Hybrid; PHP 730,000 - 1,217,000; Full time

Benefits offered by this job

Training on games and tools

International teams

Multicultural team environment

Career growth opportunities

Job summary

TransPerfect is seeking a Player Support Agent to join a global gaming support team. You will handle player queries via ticketing, chat, email, and social channels, triage issues, and follow documented steps to resolve problems.

You will build familiarity with supported games to improve responses and escalate when needed. Ideal candidates have strong English and Arabic communication, a detail-oriented mindset, and comfort with digital tools, teams, and SLA targets.

Qualifications

• Excellent written and verbal communication skills in English and Arabic.
• A genuine interest in video games across different platforms, genres, or communities.
• Strong attention to detail and the ability to follow documented processes accurately.
• A player-focused mindset and a professional approach to support.
• Ability to investigate issues, identify the correct next step, and elevate when needed.
• Comfortable working with digital tools, online workspaces, spreadsheets, and ticketing systems.
• Ability to work flexibly and collaboratively within a global team.
• Quick to adapt to new games, updates, tools, policies, and workflows.

Responsibilities

• Respond to player queries through approved ticketing, chat, email, and social support channels.
• Triage player issues, investigate reported problems, and follow documented steps.
• Provide clear, friendly, and accurate responses in line with project guidelines.
• Become familiar with the games you support so you can better understand player issues.
• Carry out account actions only where permitted by written policy and access permissions.
• Document player issues, trends, bugs, and escalations in the appropriate workspace.
• Escalate complex, sensitive, or high-impact issues to the correct internal or client-side teams.
• Meet agreed service level, productivity, quality, and player experience targets.
• Assist with reporting by tracking information through approved platforms and spreadsheets.
• Support your managers and teammates with role-appropriate tasks when needed.
• Maintain high standards of confidentiality, data privacy, and information security at all times.

Skills

English proficiency

Arabic proficiency

Communication

Attention to detail

Ticketing systems

Team collaboration

Adaptability

Tools

Zendesk

Helpshift

Salesforce

Intercom

Microsoft Office

Google Workspace

Job description

TransPerfect is seeking a Player Support Agent to join a global gaming support team. You will handle player queries via ticketing, chat, email, and social channels, triage issues, and follow documented steps to resolve problems.

You will build familiarity with supported games to improve responses and escalate when needed. Ideal candidates have strong English and Arabic communication, a detail-oriented mindset, and comfort with digital tools, teams, and SLA targets.