Player Support Specialist – Tier 2 Agent

🔥 2 minutes ago

🌐 India, Philippines, +5 more countries – Remote

🇮🇳 India – Remote 🇵🇭 Philippines – Remote 🇧🇷 Brazil – Remote 🇬🇧 United Kingdom – Remote 🇨🇴 Colombia – Remote 🇿🇦 South Africa – Remote 🇰🇪 Kenya – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TransPerfect

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

⚖️ Legal

📣 Marketing

Consulting • Legal • Marketing

TransPerfect is a global language and technology company that provides translation, localization, interpretation, and content services combined with software and AI-powered tools such as the GlobalLink translation management platform. It offers multilingual marketing, legal and life‑sciences regulatory support, contact center/BPO services, multimedia localization, and solutions for website, software and app globalization. TransPerfect serves large enterprise and Fortune 500 clients across dozens of industries and supports content in 200+ languages.

📋 Description

• Handle player queries and escalations requiring specialist investigation or judgement • Identify issues and provide specialist guidance to other Agents and colleagues • Communicate with authorised clients, providers, and developers when required • Take ownership of cases through resolution where appropriate • Meet agreed service level, productivity, quality, and player experience targets • Assist with reporting by tracking information through approved platforms and spreadsheets • Contribute to training, knowledge sharing, and ongoing process improvement • Support managers and teammates with role-appropriate tasks when needed • Maintain high standards of confidentiality, data privacy, and information security at all times • Work as part of a global gaming support team across different titles, platforms, and communities • Support Tier 1 Player Support Agents and share specialist guidance

🎯 Requirements

• Previous experience in player support, customer support, moderation, community support, or a relevant specialist role • Excellent written and verbal communication skills in English • Strong investigative, analytical, troubleshooting, and problem-solving skills • Strong attention to detail and the ability to follow documented processes accurately • A player-focused mindset and a professional approach to support • Ability to investigate issues, identify the correct next step, and escalate when needed • Strong organisation, time-management, and prioritisation skills • 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 • Experience with Zendesk, Helpshift, Intercom, or similar support platforms • Experience with Microsoft Office, Google Workspace, or similar productivity tools • Familiarity with gaming communities such as Discord, Reddit, forums, or social media • Experience in live-service games, mobile games, MMOs, online games, or multiplayer communities • Experience working against quality, SLA, productivity, or CSAT targets • Additional languages • Experience handling escalations or complex cases through resolution

🏖️ Benefits

• A specialist 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 complex case handling, escalation management, reporting, training, and quality • Experience working with international teams, authorised stakeholders, and global gaming projects • A fast-paced, multicultural team environment • Opportunities to grow your knowledge of player experience and gaming support operations