Player Support (Confidential- LATAM)
RemoteJapan or Colombia
Job Summary
Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up. Guide users through product features and functionality while responding promptly to inquiries via email, chat, and callback. Collaborate with team members to deliver support outcomes, attend daily huddles for policy updates, and document recurring technical issues for escalation. Uphold customer service standards and share insights to continuously improve solutions. Maintain an assigned schedule including night, weekend, and holiday shifts. English proficiency required; high school education minimum. PC with Windows 11, 6GB RAM, and 30 Mbps internet required.
Required Qualifications
- English will be required for this role
- Clarity and Accuracy: Ensure all written communication is grammatically correct and free of errors
- Proofreading Skills: Review responses carefully before sending
- Consistency: Follow company guidelines for style, terminology, and phrasing
- Troubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players
- Identify root causes
- Recognize when to escalate
- Multichannel Support: Adaptable in managing support via email, chat, and callbacks
- Handle multiple concurrent inquiries
- Adjust tone and format to suit the support channel
- Documentation Accuracy: Ability to properly log issues, resolutions, and internal notes
- Write detailed, structured notes
- Record all actions taken on a ticket
- Problem Solving: Analyze and evaluate player issues to offer effective solutions
- Empathy: Show understanding and care in handling player frustrations
- Communication: Deliver responses clearly and concisely
- Adaptability: Stay open to learning new policies, games, and tools
- Time Management: Manage multiple tickets efficiently while maintaining quality
- Player-Focused Mindset: Balance player satisfaction with internal policies
- Accountability: Take responsibility and learn from mistakes
- Team Collaboration: Work effectively with teammates, QA, and leadership
- Security Awareness: Handle player data with confidentiality
- Respect & Patience: Remain composed during difficult interactions
- Tone Management: Use a friendly yet professional tone in all communication
- Minimum Education: Completion of high school or equivalent qualification
- Windows 11 or above
- Minimum 6 GB RAM
- A recent or good-performing processor [Intel I5 or above]
- Internet speed: 30 Mbps or higher (with decent upload and download speeds)
- Microphone and audio capability (Highly recommend a noise cancelation device for callback)
- At least one USB-A & USB-C port (for our security device)
- Must be available to work night and weekend shifts including holidays, if required
Desired Qualifications
- Prior experience in email/chat/callback-based customer support is an advantage
- Experience in gaming or technical support is a plus
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