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. How to Apply Interested? Apply via clicking the link or send me your updated CV to charles.jiang@transperfect.com