Remote Player Support Specialist - Gaming - Tickets

ModSquad; United States; Remote; USD 21,000 - 34,000; Full time

Job summary

ModSquad seeks a Player Support Specialist to assist players with account, gameplay, and technical issues. You will provide knowledgeable, positive support, researching and troubleshooting while documenting guidance for players.

Strong communication and gaming experience are essential as you work with diverse players across a global platform. You'll respond to tickets via Zendesk, escalate when needed, and collaborate with project leadership and client contacts.

Qualifications

• Genuine passion for gaming with PC/Mac/console/MMO experience.
• Fluent English with clear writing, grammar and organization.
• Strong analytical, research and problem-solving abilities.
• Excellent attention to detail and ability to follow multi-step instructions.
• Professional judgment when communicating with players and clients.
• Experience providing support via live chat or tickets.
• Adaptability to changing information and learning on the fly.
• Willingness to use online resources for troubleshooting.
• Familiarity with online multiplayer games and gaming terminology.

Responsibilities

• Respond to player-support tickets through Zendesk.
• Investigate gameplay, account and technical questions using provided resources.
• Troubleshoot PC and game-related issues and document steps.
• Write clear, accurate responses players can follow.
• Pay attention to account, platform and issue details before solving.
• Learn evolving processes and guidelines continuously.
• Escalate complex issues with proper evidence and context.
• Collaborate with leadership, teammates and client contacts in shared channels.
• Start at Tier 1 and progress to Tier 2 after readiness.

Skills

Gaming passion

English fluency

Critical thinking

Attention to detail

Professional judgment

Live chat support

Research skills

Analytical problem solving

PC troubleshooting

Multiplayer games knowledge

Tools

Zendesk

Job description

We Could Use Someone Like You in Our Crew.

We are recruiting Player Support Specialists to support a global gaming project.

In this role, you'll help players resolve account, gameplay, and technical support issues while delivering a knowledgeable and positive support experience. You'll work directly with players to understand their concerns, research solutions, troubleshoot issues, and provide clear guidance.

We're looking for people who genuinely understand gaming, are comfortable with technology, and can communicate clearly with players with different levels of technical knowledge.

What you will do

• Respond to player-support tickets through Zendesk.
• Investigate gameplay, account and technical-support questions using approved resources.
• Troubleshoot PC and game-related issues logically and document the steps taken.
• Write clear, accurate and complete responses that players can easily follow.
• Pay close attention to account, platform and issue details before recommending a solution.
• Learn changing processes, game information and support guidance continuously.
• Escalate complex or unclear issues with the relevant evidence and context.
• Collaborate with project leadership, teammates and client contacts in shared communication channels.
• Begin with Tier 1 support and build toward Tier 2 work after demonstrating readiness.

We're looking for candidates who have:

• Passion for gaming, with meaningful PC, Mac, console or MMO gaming experience
• Professional fluency in English , with excellent written communication skills, including grammar, spelling, organization and clarity.
• Critical-thinking, research and analytical problem-solving skills.
• Exceptional attention to detail and the ability to follow multi-step instructions.
• Professional judgment when communicating with players, teammates and client contacts.
• Previous experience providing support through live chat and/or ticket-based platforms
• Learning agility and comfort working in an environment where information changes frequently.
• Ability to accept feedback, correct errors and avoid repeating the same mistakes.
• Practical PC troubleshooting knowledge and confidence using online resources.
• Familiarity with online multiplayer games and gaming terminology

Required System Specifications

Candidates must have access to a dedicated Windows PC that meets or exceeds the following requirements:

• Operating System: Windows 11
• Processor: Intel® Core™ i3 (4.0 GHz or higher) or AMD Ryzen™ 3 (3.5 GHz or higher)
• Memory: 16 GB RAM minimum
• Graphics: NVIDIA GeForce GTX 1050, AMD Radeon RX 570, or equivalent
• Storage: At least 50 GB of available SSD space
• Internet: Reliable broadband connection with a minimum of 50 Mbps download and 10 Mbps upload speeds (fiber preferred)

Additional System Requirements

• Willingness to install ModSquad's required security software and two-factor authentication (2FA) application
• Access to a webcam or smartphone capable of taking clear photos for identity verification
• A quiet, secure, and dedicated workspace free from distractions
• A high-quality headset with a noise-canceling microphone
• Dual monitors are strongly recommended to support productivity and efficient multitasking

About ModSquad:

ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren't at liberty to talk about. We support over 50 languages in more than 90 countries. We're primarily a remote company so you've already seen our/your office. If you want to work with great people on cool projects for amazing brands, you've come to the right place.

ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulations.

Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.