Live Games Player Support Specialist

TransPerfect; United States; À distance; USD 32 000 - 52 000; Plein temps

Résumé du poste

TransPerfect is seeking a Player Support Agent to assist gamers across titles, platforms, and communities. You will respond via ticketing, chat, email, and social channels, triage issues, and follow documented steps with a customer-first mindset.

You’ll work with a global team, maintain confidentiality, and escalate complex issues when needed. No prior gaming experience required—training is provided, and you’ll gain exposure to live-service games and player-centric support workflows.

Qualifications

• Previous experience in customer support or similar role is helpful but not required.
• Training will be provided for games, tools, and workflows you support.
• Experience with Zendesk, Helpshift, Salesforce, Intercom or similar platforms is advantageous.
• Familiarity with productivity tools (Office/Workspace).
• Experience with gaming communities or player-facing support spaces is a plus.
• Ability to work with SLAs, productivity, and CSAT targets.

Responsabilités

• Respond to player queries via ticketing, chat, email, and social channels.
• Triage issues, investigate problems, and follow documented steps.
• Provide clear, friendly, accurate responses per project guidelines.
• Learn the games you support to better understand player issues.
• Perform account actions only where allowed by policy.
• Document issues, trends, bugs, and escalations in the workspace.
• Escalate complex issues to the appropriate teams.
• Meet service level, productivity, quality, and player experience targets.
• Assist with reporting using approved platforms and spreadsheets.
• Support managers and teammates with role-appropriate tasks.
• Maintain confidentiality, data privacy, and information security.

Connaissances

Excellent written and verbal English

Genuine interest in video games

Attention to detail

Player-focused mindset

Investigation & escalation

Digital tools & ticketing systems

Collaborative in global teams

Adaptability to new games/tools

Outils

Zendesk

Helpshift

Salesforce

Intercom

Microsoft Office

Google Workspace

Description du poste

TransPerfect is seeking a Player Support Agent to assist gamers across titles, platforms, and communities. You will respond via ticketing, chat, email, and social channels, triage issues, and follow documented steps with a customer-first mindset.

You’ll work with a global team, maintain confidentiality, and escalate complex issues when needed. No prior gaming experience required—training is provided, and you’ll gain exposure to live-service games and player-centric support workflows.