TIER 3 AGENT - Player Engagement
New
K
Keywords StudiosGaming Services
Mexico City, Mexico, Eastern Standard Time (EST)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Proficient English language skills
- Required Skills
- Data AnalysisTechnical supportAnalytical thinkingCustomer support
Requirements
- Elevated tech support or IT-level background
- Strong network troubleshooting skills
- Proficient English language skills
- Ability to work Monday to Friday schedule
- Ability to work in Eastern Standard Time (EST)
- Customer-facing experience
- Prior audio or Wi-Fi specific experience is a plus
Responsibilities
- Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions.
- Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction.
- Document solutions and insights into internal and client-facing knowledge bases.
- Perform completely non-scripted problem-solving.
- Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or urgent concerns.
- Analyze support data to identify trends, root causes and recurring pain points.
- Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality.
- Communicate directly and confidently with clients and internal teams at all levels.
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