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Game Support Specialist

hace 2 meses

Ciudad de México, Ciudad de México Lionbridge A tiempo completo

Job Summary

We are seeking a highly skilled and customer-focused Game Support Specialist to join our team at Lionbridge. As a key member of our customer support team, you will be responsible for providing exceptional support to our players, resolving technical issues, and collecting feedback to improve our game.

Key Responsibilities

  • Provide top-notch customer service to players, responding to their 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.

Requirements

  • 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

What We Offer

  • 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 Lionbridge's Employee Wellness Platform
  • 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