Player Support Agent – Spanish

• Respond to player queries through approved ticketing, chat, email, and social support channels.
• Triage player issues, investigate reported problems, and follow documented steps.
• Provide clear, friendly, and accurate responses in line with project guidelines.
• Become familiar with supported games to better understand player issues.
• Carry out account actions where permitted by written policy and access permissions.
• Document player issues, trends, bugs, and escalations in the appropriate workspace.
• Escalate complex, sensitive, or high-impact issues to internal or client-side teams.
• Meet agreed service level, productivity, quality, and player experience targets.
• Assist with reporting using approved platforms and spreadsheets.
• Support managers and teammates with role-appropriate tasks when needed.
• Maintain confidentiality, data privacy, and information security standards.

• Excellent written and verbal communication skills in English and Spanish.
• Based in any LATAM country.
• A genuine interest in video games across different platforms, genres, or communities.
• Strong attention to detail and ability to follow documented processes accurately.
• Player-focused mindset and professional approach to support.
• Ability to investigate issues, identify the correct next step, and escalate when needed.
• Comfortable working with digital tools, online workspaces, spreadsheets, and ticketing systems.
• Ability to work flexibly and collaboratively within a global team.
• Quick to adapt to new games, updates, tools, policies, and workflows.
• Previous experience in customer support, player support, moderation, community support, or a similar service role is helpful, but not always required.
• Experience with customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools is advantageous.
• Experience with Microsoft Office, Google Workspace, or similar productivity tools is advantageous.
• Experience with gaming communities, Discord, Reddit, forums, social media, or player-facing support spaces is advantageous.
• Experience with live-service games, mobile games, MMOs, online games, or multiplayer communities is advantageous.
• Experience working against quality, SLA, productivity, or CSAT targets is advantageous.
• Availability for flexible shifts, including weekends and public holidays.

• A role in the video games industry, supporting real players and live game communities.
• Training on the games, tools, and workflows you will use.
• The chance to develop skills in player support, escalation handling, reporting, and quality.
• Experience working with international teams and global gaming projects.
• A fast-paced, multicultural team environment.
• Opportunities to grow your knowledge of player experience and gaming support operations.