Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions.
Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction.
Document solutions and insights into internal and client-facing knowledge bases.
Completely non-scripted problem-solving.
Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or urgent concerns.
Analyze support data to identify trends, root causes and recurring pain points.
Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality.
Generate regular reports and insights on performance, ticket behavior, player sentiment and emerging game issues.
Collaborate with leadership to forecast support demand and evaluate the impact of game changes or events.
Communicate directly and confidently with clients and internal teams at all levels.
Participate in regular syncs with clients to align support operations with game priorities.
Provide structured, data-backed feedback to improve client satisfaction and in-game experience.
Contribute to a feedback loop between players, clients and internal support teams for continuous improvement.

Elevated tech support or IT-level background with strong network troubleshooting skills.
Prior audio or Wi-Fi specific experience is a plus, but not mandatory.
Proficient English language skills.

TIER 3 Agent – Player Engagement

Key skills