Player Support Specialist (Tier 2 Agent)

Position Overview

Great player support is part of what keeps games alive.

As a Player Support Specialist, you will handle player queries and escalations that require additional investigation, specialist knowledge, permissions, or judgement. Whether a player is locked out of an account, reporting a complex bug, questioning a purchase, or needs help with a game feature, your role is to provide clear, accurate, and professional support while taking ownership of cases through resolution where required.

You will work as part of a global gaming support team, helping players across different titles, platforms, and communities. You will also support Tier 1 Player Support Agents, share specialist guidance, and communicate with authorised stakeholders when needed.

This is an ideal role for someone with player support experience, strong troubleshooting skills, and a genuine interest in video games and player experience.

Key Responsibilities

• 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.

Required Experience & Skills

• 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.

Nice to Have

• 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.

What We Offer

• 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.

The rest of this description is on the employer’s own page.