Player Support Agent

3 weeks ago


Remote, Canada GlobalStep Full time

Always dream about working in the video game industry and are you passionate about helping people solve their tech problems?

If you answer yes to all these questions, come and join our new team of Player Support Agents

**Company Overview**

GlobalStep is a premier technology services firm that has provided high quality QA services since its inception in 2006. We have been experiencing growth year over year, from a base of 10 employees to over 1,500 employees across North America, Europe, and India.

We support our clients throughout their lifecycle through quality assurance, localization, live operations support, data analytics, test automation and consulting services. Our client partnerships are stable and range from small and medium-sized enterprises to Fortune 100 companies.

**Company Culture**

Passion for your success - We are dedicated to the success of our collaborators, customers and their products.

Excellence in value creation - We embrace excellence and shun mediocracy.

Unlocking inherent human potential - We want each person to be able to develop and grow.
- Resolve player concerns.
- Identify player’s needs, clarify information, research every issue, and provide solutions and/or alternatives
- Give accurate and real-time responses to player inquiries
- Keep accurate detailed notes per intake
- Offer inputs and player behavior insights based on interactions to Production team
- Escalate issues to appropriate teams when necessary
- Deliver timely, accurate and respectful answers to customers’ questions and issues
- Utilize the internal ticketing system to log all requests and activities
- Take ownership of Customer Service incidents and work to successfully resolve them
- Escalate issues as needed
- Other duties assigned

**Requirements**:

- Passionate about video games on Consoles, Mobiles and PC.
- Fair understanding and experience around playing games.
- Good English written and verbal communication skills.
- Exposure to ticket handling, community management, social media management.
- Good Analytical & Problem-Solving Skills.
- Computer literate (Proficiency in Word, Excel & Net Browsing).
- Knowledge about mobile devices (Android, iOS),PC, Console will be helpful.

**Recommanded specs for tools**:

- Operating System: Windows 10
- Processor: Intel i7 8700k / AMD Ryzen 7 1800X
- RAM: 16 GB of memory
- Graphics: NVIDIA GTX 1070 / AMD Radeon Vega 56
- DirectX: Version 11
- Disk space: 40 GB of available disk space
- 2 Monitors

**Job Types**: Full-time, Fixed term contract

**Benefits**:

- Casual dress
- Company events
- Dental care
- Paid time off
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Overtime

Supplemental pay types:

- Overtime pay

Application question(s):

- Do you have a good written english?
- Are you an experienced gamer?
- Do you have experience in customer service ?

Work Location: Remote



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