Player Support Specialist, Tier 2 Agent

🔥 1 minute 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.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

TransPerfect

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

⚖️ Legal

📣 Marketing

💰 $425M Debt Financing - TransPerfect on 2025-04

Consulting • Legal • Marketing

TransPerfect is a global language services and technology company that provides translation, localization, interpretation, multilingual customer support (contact center/BPO), regulatory and labeling services, and creative/global marketing solutions. It combines human linguists with technology — notably the GlobalLink translation management platform and AI/machine‑translation capabilities — to help organizations launch and manage content, software, websites, and campaigns in multiple languages and markets. TransPerfect serves enterprise clients across industries such as life sciences, finance, legal, gaming, retail, and media.

📋 Description

• Handle player queries and escalations requiring specialist investigation or judgement • Identify issues and provide specialist guidance to 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 confidentiality, data privacy, and information security standards • Support players across different game titles, platforms, and communities • Support Tier 1 Player Support Agents and communicate with authorised stakeholders

🎯 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 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 • 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 Discord, Reddit, forums, or social media gaming communities • 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

• Training on the games, tools, and workflows used • Opportunities to develop skills in complex case handling, escalation management, reporting, training, and quality • Experience working with international teams, authorised stakeholders, and global gaming projects • Fast-paced, multicultural team environment • Opportunities to grow knowledge of player experience and gaming support operations