Senior Player Support Agent

Senior Player Support Agent

Job Title: Senior Player Support Agent

Location: Mexico City, Mexico

Employment Type: Full-Time

Company: Lionbridge Games

About Us: Lionbridge Games is a team of forward thinkers, passionate gamers, and detail-oriented experts. We deliver the gaming experiences services and gamers envision, without compromise. We're seeking a Senior Player Support Agent who is passionate about gaming and ready to lead our support efforts to the next level.

Job Description: As a Senior Player Support Agent, you will take on a leadership role within our player support team. Your primary responsibility will be to provide expert assistance to players, resolve complex issues, and ensure our support processes are efficient. This is an exciting opportunity to make a significant impact in the gaming community and contribute to our company's growth.

**Responsibilities**:

- Provide expert-level support to players, addressing complex issues, technical challenges, and escalated cases.
- Lead by example with a polite, professional, and empathetic approach to player interactions.
- Collaborate with the support team to prioritize and manage support tickets and escalations.
- Identify and document recurring player issues, sharing insights with the team and development department.
- Contribute to the creation of support resources, including FAQs, tutorials, and troubleshooting guides.
- Stay informed about game updates, changes, and known issues to provide accurate and up-to-date information.
- Act as a mentor to junior support agents, assisting with their training and development.
- Promote a positive and constructive atmosphere within the gaming community.

**Qualifications**:

- Strong communication and interpersonal skills.
- Extensive gaming knowledge and a deep understanding of game mechanics.
- Proven experience in a player support role or a similar customer service position.
- Advanced technical proficiency and the ability to troubleshoot complex gaming issues.
- High school diploma or equivalent; relevant certifications or coursework is a plus.
- Excellent written and verbal English communication skills

**Wage**:

- 22,500.00 MXN/Monthly