远程玩家支持专员 - 游戏 - 票务
Remote Player Support Specialist - Gaming - Tickets
我们正在为一个全球游戏项目招聘玩家支持专员。
在这个职位中，你将帮助玩家解决账户、游戏和技术支持问题，同时提供专业且积极的支持体验。你将直接与玩家沟通，了解他们的担忧，研究解决方案，排查问题，并提供清晰的指导。
我们寻找真正理解游戏的人，能够熟练使用技术，并能与不同技术水平的玩家进行清晰沟通。
你将负责：
- 通过 Zendesk 回复玩家支持工单。
- 使用批准的资源调查游戏、账户和技术支持问题。
- 逻辑性地排查 PC 和游戏相关问题，并记录所采取的步骤。
- 编写清晰、准确且完整的回复，让玩家容易遵循。
- 在推荐解决方案前，仔细关注账户、平台和问题细节。
- 持续学习变化中的流程、游戏信息和支持指南。
- 在提供相关证据和背景信息后，将复杂或不明确的问题升级处理。
- 在共享的沟通渠道中与项目领导、团队成员和客户联系人协作。
- 从一级支持开始，证明自己具备能力后逐步转向二级支持工作。
我们希望候选人具备：
- 对游戏的热情，拥有有意义的 PC、Mac、主机或 MMO 游戏经验
- 英语专业流利，具备优秀的书面沟通能力，包括语法、拼写、组织和清晰度。
- 具备批判性思维、研究和分析解决问题的能力。
- 出色的细节关注度和执行多步骤指令的能力。
- 与玩家、团队成员和客户联系人沟通时具备专业判断力。
- 有通过实时聊天和/或工单平台提供支持的经验
- 学习敏捷性和在信息频繁变化的环境中工作的舒适度。
- 能接受反馈，纠正错误并避免重复同样的错误。
- 具备实际的 PC 排查知识，并自信使用在线资源。
- 熟悉在线多人游戏和游戏术语
所需系统配置
候选人必须能够访问符合以下要求的专用 Windows PC：
- 操作系统：Windows 11
- 处理器：Intel® Core™ i3（4.0 GHz 或更高）
查看英文原文
We Could Use Someone Like You in Our Crew.
We are recruiting Player Support Specialists to support a global gaming project.
In this role, you'll help players resolve account, gameplay, and technical support issues while delivering a knowledgeable and positive support experience. You'll work directly with players to understand their concerns, research solutions, troubleshoot issues, and provide clear guidance.
We're looking for people who genuinely understand gaming, are comfortable with technology, and can communicate clearly with players with different levels of technical knowledge.
What you will do
- Respond to player-support tickets through Zendesk.
- Investigate gameplay, account and technical-support questions using approved resources.
- Troubleshoot PC and game-related issues logically and document the steps taken.
- Write clear, accurate and complete responses that players can easily follow.
- Pay close attention to account, platform and issue details before recommending a solution.
- Learn changing processes, game information and support guidance continuously.
- Escalate complex or unclear issues with the relevant evidence and context.
- Collaborate with project leadership, teammates and client contacts in shared communication channels.
- Begin with Tier 1 support and build toward Tier 2 work after demonstrating readiness.
We're looking for candidates who have:
- Passion for gaming, with meaningful PC, Mac, console or MMO gaming experience
- Professional fluency in English, with excellent written communication skills, including grammar, spelling, organization and clarity.
- Critical-thinking, research and analytical problem-solving skills.
- Exceptional attention to detail and the ability to follow multi-step instructions.
- Professional judgment when communicating with players, teammates and client contacts.
- Previous experience providing support through live chat and/or ticket-based platforms
- Learning agility and comfort working in an environment where information changes frequently.
- Ability to accept feedback, correct errors and avoid repeating the same mistakes.
- Practical PC troubleshooting knowledge and confidence using online resources.
- Familiarity with online multiplayer games and gaming terminology
Required System Specifications
Candidates must have access to a dedicated Windows PC that meets or exceeds the following requirements:
- Operating System: Windows 11
- Processor: Intel® Core™ i3 (4.0 GHz or higher) or AMD Ryzen™ 3 (3.5 GHz or higher)
- Memory: 16 GB RAM minimum
- Graphics: NVIDIA GeForce GTX 1050, AMD Radeon RX 570, or equivalent
- Storage: At least 50 GB of available SSD space
- Internet: Reliable broadband connection with a minimum of 50 Mbps download and 10 Mbps upload speeds (fiber preferred)
Additional System Requirements
- Willingness to install ModSquad's required security software and two-factor authentication (2FA) application
- Access to a webcam or smartphone capable of taking clear photos for identity verification
- A quiet, secure, and dedicated workspace free from distractions
- A high-quality headset with a noise-canceling microphone
- Dual monitors are strongly recommended to support productivity and efficient multitasking
About ModSquad:
ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulations.
Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.
Originally posted on Himalayas