English Gaming Support Agent - EMEA

remote work; United States; Remote; USD 42,000 - 60,000; Full time

Benefits offered by this job

100% remote work

Global team and diverse culture

Online training library

Career development initiatives

Employee-led communities and events

Job summary

5CA is a remote-first CX company that hires Gaming Support Agents to assist players for assigned game studios. You will handle accounts, technical issues, and purchases while collaborating with a team led by a Team Lead and Operations Manager.

You’ll engage in ongoing training, keep up with the latest game updates, and help players enjoy their games from a home office. The role requires advanced English, strong gaming knowledge, and a dedicated quiet workspace.

Qualifications

• Advanced English written and spoken (C1+)
• Deep knowledge and passion for video games
• Own a modern gaming PC or laptop
• Fast learner with initiative and troubleshooting
• Dedicated quiet workspace at home
• Customer service experience is a plus (optional)

Responsibilities

• Handle customer support issues for an assigned game studio.
• Assist players with account and technical issues.
• Resolve purchase- and gameplay-related queries.
• Collaborate with a team of agents under a Team Lead and Operations Manager.
• Engage in training modules to grow and improve skills.
• Stay up-to-date with client projects, updates, and branding to support players.

Skills

Advanced English

Gaming knowledge

PC/Laptop for gaming

Fast learner

Quiet workspace

Customer service experience (optional)

Job description

As a Gaming Support Agent at 5CA, you'll handle customer support issues for an assigned game studio. You'll help players with account and technical issues and resolve purchase- and gameplay-related queries. You'll work with a team of agents under the guidance of a Team Lead and an Operations Manager and take assisted training modules that help you grow, develop, and improve your skills as you work. You'll stay on top of the client's newest projects and updates, as well as past releases and branding, and help their players continue enjoying the games they love.

About you

• You speak and write English at an advanced level (minimum C1).
• You are located in Albania, Algeria, Kazakhstan, Kosovo, Nigeria, Tunisia, or Uzbekistan.
• You have in-depth gaming knowledge and love anything related to video games
• You own a modern gaming PC/laptop
• You are a fast learner, take initiative and excel at troubleshooting
• You have a dedicated quiet workspace located within your residence
• (Optional) Experience in a Customer service environment is a plus.

Technical requirements

• A minimum internet speed of 15 Mb/s download and 15 Mb/s upload with Latency < 120 ms, internationally
• A minimum of 8 GB RAM
• Windows 11 (All editions except Windows S Mode)
• A processor with a CPU Mark of at least 9220, like Intel i5-8400, or stronger (Has to be 8th Gen Intel or above, if Ryzen, 2nd Gen or above)
• A GPU with a G3D Rating of 4806, like GTX 760, or stronger
• A smartphone usable for two-factor authentication that runs at least:
  • Android 10.0 or newer
  • Apple iOS 16.0 or newer

What we offer:

• The flexibility to work 100% remotely with no wasted commute time and travel costs
• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
• A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness
• Innovative digital tools and comprehensive training, with access to our library of online training courses
• Various learning and career development initiatives throughout the year
• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few

About 5CA

We are a remote-first CX company working with passionate agents worldwide. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience.

Our community is full of digital natives and gamers that troubleshoot with care for the brands they love, from home, in their languages. We work with people from all cultures and backgrounds and champion diversity and inclusion in all we do.

By sending your application, you understand that your data will be stored in our recruitment database. Your data will be held and used by 5CA primarily for the purposes of considering your application and your suitability for employment with us and will generally be kept for one year, unless we need to keep your data longer.
*As part of this recruitment process, 5CA may conduct a screening activity on your publicly available social media accounts registered on Twitter, Linked-In, Facebook and Instagram. For further details, please refer to our privacy policy.