Player Support Agent

Summary

Player Support Agents (PSAs) are individual contributors who help video game companies build trusting relationships with their players and customers. They do this via a mixture of great communication, problem solving, root cause analysis, knowledge management, and reasoning. Our teams are trusted to do the right thing, so we are allowed to exercise more freedom than the typical customer service representative, and oftentimes provide leadership by setting a good example. This requires that all of us be critical thinkers, owning each interaction until there is a clear point of resolution. We are an essential part of creating great player experiences, and driving improvements throughout the entire company.

Core Responsibilities

These are the tasks we expect will occupy 80-90 percent of your time on a regular basis:

• Communicating with players and customers via email, live chat, or asynchronous messaging (occasionally, there may be an outbound cal...