Role overview

As a Player Engagement Agent, youll serve as the essential link between our clients and the gaming community. Your responsibilities include investigating and delivering prompt, quality responses to players questions while providing valuable feedback to our developers. Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact. Level up your game and apply today!

What are we looking for

Communication

- Deliver excellent customer support to players.
- Investigate and resolve player inquiries promptly through ticketing, email, or chat.
- Assist internal teams with project-related requests, ensuring smooth collaboration.
- Play a crucial role in gathering and delivering player feedback according to established procedures.
- Provide translations when required to ensure seamless communication.

Analytics

- Maintain accurate and detailed reports to keep processes streamlined.
- Ensure prompt escalation of issues following established procedures.
- Contribute to smoother support processes with personalized macros and knowledge base.
- Play a part in maintaining high-quality standards through the QC process.

Leadership

- Take part in valuable training sessions to enhance your skills and knowledge.
- Manage your time effectively and responsibly to meet players needs.

Business

- Master the gameplay knowledge of our products to serve players better.
- Familiarity with Helpshift/Zendesk or other CRM tools for seamless support.




- Knowledge of macros customization for streamlined responses.
- Experience with MS Office or Google Suite apps for documentation.

You would be a great fit for this role if you have:

- Mastery in C1-C2 level language proficiency, with English at B2 level or higher.
- Excellent communication skills for effective player support.
- Flexibility to adapt to various situations and player needs.
- Accountability and reliability in handling player inquiries and issues.
- Proactivity in identifying and addressing player concerns proactively.
- Proficiency in navigating knowledge bases for efficient support.
- Basic troubleshooting skills to assist players with technical challenges.
- Availability for full time work, including weekends and holidays.

Nice-to-haves:

- Previous Customer Service experience or any relevant experience in a BPO setting
- Similar experience in Email or Live Chat Support is an advantage.
- You have some knowledge of the community platforms (e.g. Discord, Slack) - this could be an asset.
- You are passionate about video games - this can make your job a lot more enjoyable for you, however it is not so crucial.

Location: Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Hybrid

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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