Tier 3 Agent
New
K
Keywords StudiosVideo Game Support
Montreal, Quebec, Canada, Eastern Standard Time (EST)Full-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Data AnalysisReportingTechnical supportAnalytical thinking
Requirements
- Advanced technical support or IT-level background.
- Strong network troubleshooting skills.
- Ability to perform deep network and device isolation.
- Experience in escalating verified bugs.
- Excellent verbal and written English communication skills.
- Ability to work in the Eastern Standard Time (EST) zone.
- Availability to work Monday to Friday.
- 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 non-scripted problem-solving using admin tools to diagnose issues and escalate bugs.
- 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.
- Generate regular reports and insights on performance, ticket behavior, player sentiment, and emerging game issues.
- Communicate directly and confidently with clients and internal teams at all levels.
- Participate in regular syncs with clients to align support operations with game priorities.
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