Senior Player Support Agent

hace 5 meses

Tlahuac, México Lionbridge A tiempo completo

Senior Player Support Agent

Ful time, Flexible Schedule

Gross Starting Salary of 22,500 MXN per month

*This position is required to be on-site at our office in Mexico City*

As a Player Support Agent for Lionbridge Games, your role will be vital in augmenting our customer support efforts. Your tasks will revolve around handling customer support inquiries, as well as identifying and monitoring player issue trends.

What You Will Do
- Provide excellent customer service to players, responding to their ticket inquiries, and resolving their problems in a timely and professional manner.
- Troubleshoot technical issues that players may encounter while playing the game, including software, hardware, or connectivity problems.
- Collect feedback from players regarding game features, bugs, and user experience, and pass this information to the relevant teams such as development or quality assurance.
- Enforce the game's terms of service and community guidelines, and deal with violations appropriately, which can include moderating player behavior, issuing warnings, or banning accounts.
- Document player interactions, issues, and resolutions for future reference, and contribute to the creation and updating of support articles and FAQs.
- Communicate effectively with players, maintaining a friendly and empathetic tone. Work in a team, liaising with other agents and departments.
- Participate in training and development activities to stay updated on the latest game updates, customer service techniques, and technical troubleshooting methods.
- Regularly report on common queries, issues, and feedback from players to help the company understand player needs and improve the game.
- Handle escalation of issues to the relevant higher authority or department when necessary.

To Be Successful You Will Have
- Excellent English communication skills (written and verbal)
- Strong customer service skills with the ability to empathize with players
- Strong problem-solving and troubleshooting skills
- Ability to work in a team
- Ability to handle stressful situations and deal with upset players
- Experience in a customer service role, preferably in gaming, is an advantage.
- Proficient in using computers, with a good understanding of software and hardware
- Flexibility to work in shifts, during weekends, or holidays if required.

In Return You Can Expect
- Contract of employment with employee benefits package including private medical care, sport card, day off on your birthday and holiday allowance.
- Exposure to various technology stacks, and opportunity to cooperate with one of the biggest tech companies in the world.
- Access to both internal and external training platforms.
- Career guidance with learning and development opportunities along the way, backed by Lionbridge's internal mobility and referral bonus programs.

About Us:
Lionbridge Games delivers the gaming experience you envision to any global audience. Our passionate global gamers help bring every aspect of your game to life, without compromise. Our services include narrative design, game localization, voiceover recording, subtitling, quality assurance testing, and player experience services. Lionbridge brings the highest quality and most precise testing to every game you develop—everywhere it will be played.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Breaking Barriers. Building Bridges.

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