Player Support Representative / Email Support - TALENT POOLING

Windows 10+ or latest macOS (genuine copy preferred) Minimum 8GB RAM, SSD, and i5 or better processor 50+ Mbps internet speed with stable upload/download Microphone and audio support 1–2 USB-A ports (for our secure access device) Troubleshoot and resolve game-related issues Handle multiple chats, emails, and calls Document actions clearly in ticket systems Problem-solving, empathy, and concise communication Adaptable across games, tools, and policies Time-efficient without sacrificing quality Professionalism Player-first mindset with policy awareness Accountable, collaborative, and security-conscious Calm under pressure, friendly in tone Grammar-checked, clear, consistent writing Follow internal style and phrasing guides Zendesk, Salesforce, or similar ticketing experience Knowledge of game mechanics, updates, and consoles (PlayStation, Xbox, PC) Passion for gaming and player communities

Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity. Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up. Guide users through product features and functionality. Ensure consistent support quality by adhering to established standards and policies. Collaborate and coordinate with team members to deliver the best possible support outcomes. Ability to adapt to flexible scheduling, including working 30-minute intervals spread across a 24-hour period and dedicated hours opted based on the shift available for a week to meet the client’s expectations. Attend daily huddles/meetings to stay aligned on policy or Self-upskilling to stay updated with new policies and process changes before starting the shift. Maintain service-level agreements (SLAs) and performance KPIs (e.g., response time, resolution time, CSAT, First Contact Resolution). Maintain a minimum typing speed of 25 WPM to ensure prompt and efficient communication. Escalate complex issues to the appropriate internal teams when necessary. Document recurring technical issues and escalate to the appropriate teams. Share insights with colleagues to continuously improve solutions. Delivery support in line with tone, empathy, and professionalism guidelines.