Player Support Representative (Gaming)

iSupport Worldwide; Metro Manila; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Above-industry salary package and +in?

Comprehensive HMO and life insurance

Free learning and development courses

Dynamic company events

Opportunities for promotion

Free meals and snacks

Job summary

iSupport Worldwide is seeking a Player Support Representative to handle customer tickets and provide clear, empathetic assistance through written channels. The role focuses on Zendesk ticket management, issue resolution, basic technical troubleshooting, and billing support, while maintaining a player-first, friendly communication style.

You will manage and resolve tickets, document interactions, and escalate complex issues when needed, ensuring a smooth customer journey across gaming platforms.

Qualifications

• Bachelor’s degree or equivalent educational background.
• At least 3+ years of customer service experience.
• Hands-on experience using Zendesk or similar ticketing systems.
• Basic technical troubleshooting for software installation/reinstallation.
• Familiarity with PC, Mac and mobile devices.
• Ability to manage multiple tickets, workflows, and queues in a fast-paced environment.
• Experience handling billing, account-related, or platform-based inquiries.
• Strong problem-solving, empathy, and written English communication.
• Detail-oriented and collaborative team player.

Responsibilities

• Manage and resolve customer support tickets through Zendesk.
• Provide patient, professional, and empathetic support to non-technical users.
• Handle a variety of case types such as password resets, billing concerns, technical troubleshooting, and product or gameplay questions.
• Troubleshoot software-related issues and guide customers through installation or reinstallation processes.
• Use internal support tools including refund generators and password-reset utilities.
• Accurately document customer interactions, resolutions, and follow established workflows.
• Escalate complex issues to senior support, QA, or engineering teams when required.
• Identify recurring issues and suggest process improvements to enhance customer experience.
• Maintain a friendly, respectful, and customer-first approach in all written communications.

Skills

Zendesk

Customer service

Written English

Tech troubleshooting

Billing inquiries

Education

Bachelor’s Degree or equivalent

Job description

Work Schedule: US Working Hours / Night Shift
Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (On-site)

What is your mission?

We are looking for a Player Support Representative to handle customer tickets, provide clear and empathetic assistance, and resolve a wide range of support issues through written channels. This role focuses on Zendesk ticket management, customer issue resolution, basic technical troubleshooting, billing and account support, and accurate documentation, while maintaining a player‑first, friendly, and professional communication style.

You will provide the best service to our partner brands by performing these tasks:

• Manage and resolve customer support tickets through Zendesk, including email and form submissions

• Provide patient, professional, and empathetic support to a predominantly older, non‑technical customer demographic

• Handle a variety of case types such as password resets, billing concerns, technical troubleshooting, and product or gameplay questions

• Troubleshoot software‑related issues and guide customers through installation or reinstallation processes

• Use internal support tools including refund generators, legacy platform systems, and password‑reset utilities

• Accurately document customer interactions, resolutions, and follow established workflows

• Escalate complex issues to senior support, quality assurance, or engineering teams when required

• Identify recurring issues and suggest process improvements to enhance customer experience

• Maintain a friendly, respectful, and customer‑first approach in all written communications
  

Who are we looking for?

• Bachelor’s Degree or equivalent educational background is preferred

• At least 3+ years of customer service experience, ideally within technical support, online platforms, or digital services

• Hands‑on experience using Zendesk or similar ticketing and customer relationship management systems

• Basic technical troubleshooting skills, including guidance on software installation and reinstallation

• Familiarity with PC, Mac, and mobile device fundamentals

• Ability to manage multiple tickets, workflows, and queues in a fast‑paced environment

• Experience supporting billing, account‑related, or platform‑based inquiries

• Strong problem‑solving skills and ability to follow structured processes

• Empathy, patience, and professionalism, especially when supporting non‑technical users

• Strong written English communication skills

• Detail‑oriented, adaptable, and collaborative team mindset

Company Perks:

• Above-industry salary package and incentives

• Comprehensive HMO benefits and life insurance from day 1

• Free learning and development courses for your personal and career growth

• Dynamic company events

• Opportunities for promotion

• Free meals and snacks