Player Support: Respond to player inquiries via chat and email in a timely and professional manner
Issue Resolution: Investigate and resolve player concerns, including account issues, gameplay questions, and technical problems
Case Documentation: Accurately log and document all interactions in internal systems following established workflows
Data Navigation: Work within multiple tools and dashboards to gather information and troubleshoot issues
SLA Adherence: Meet response time, resolution time, and quality metrics in a performance-driven environment
Escalation Handling: Identify and escalate complex or sensitive issues to higher support tiers when needed
Quality Communication: Deliver clear, empathetic, and concise written responses in English
Process Compliance: Follow structured processes and contribute to maintaining operational consistency

Language: Strong written English communication skills (B2+ or higher)
Experience: Prior experience in customer support, player support, or similar non-voice roles preferred
Gaming Affinity: Interest in mobile games and understanding of player behavior
Attention to Detail: High level of accuracy in handling cases and documenting information
Problem-Solving: Ability to analyze issues and provide effective solutions independently
Adaptability: Comfortable working in fast-paced, structured, and data-heavy environments
Accountability: Proactive mindset with strong ownership of tasks and performance metrics
Technical Skills: Comfortable navigating multiple systems and tools simultaneously

Preferred Tools

We offer health insurance for contractors
Holiday Extra Pay
The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
This is a 100% home-based position
We prioritize the mental health of our team members and offer mental health days to support their well-being.
In addition to the base salary, performance-based incentives are provided.
There is an annual review and appraisal process in place.
There are ample opportunities for professional growth and advancement within the company.

Tier 1 Player Support Specialist – Non-Voice, Chat & Email

Key skills