Live Game Player Support Specialist

HellaGoodAudio; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Attractive salary package

Training opportunities

Friendly work environment

Talented colleagues

Team support

Job summary

Amber is seeking a Player Support agent to assist Live game players with account settings, gameplay queries, purchases, and basic troubleshooting. You will gather data, understand root causes, and provide personalized solutions.

You should stay updated on game changes, work in a fast-paced environment, and help maintain positive KPI results while engaging with a multicultural player base.

Qualifications

• High level of fluency in written and spoken English.
• At least 1 year of working experience in customer service, player support, or contact center.
• Hands-on experience with contact center processes, tools, and multilingual support.
• Video game knowledge.
• Technical support experience is preferred but not essential.
• Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases.
• Able to work in a fast-paced environment with constant change.
• Excellent written and verbal communication skills.

Responsibilities

• Provide support and answer inquiries for Live Players.
• Gather relevant data from players, understand root causes, and offer personalized solutions.
• Stay updated on game/features/design/procedural changes.
• Be in tune with project productivity and quality targets.
• Backlog checking and reporting negative trends promptly.
• Maintain healthy KPI results daily/weekly/monthly.

Skills

Fluent English

Communication skills

Customer service experience

Contact center tools

Multilingual support

Video game knowledge

Problem solving

Fast-paced environment

Tools

Helpshift

Zendesk

Slack

Zoom

MS Office Suite

Job description

Amber is seeking a Player Support agent to assist Live game players with account settings, gameplay queries, purchases, and basic troubleshooting. You will gather data, understand root causes, and provide personalized solutions.

You should stay updated on game changes, work in a fast-paced environment, and help maintain positive KPI results while engaging with a multicultural player base.