Player Support Representative – LATAM (Confidential)

About the role

We are looking for a dedicated Player Support Representative to assist gamers across Latin America. You will be the first point of contact, helping players resolve technical issues and understand game features while upholding our high service standards.

Key responsibilities

• Diagnose and troubleshoot player problems efficiently, providing accurate information and follow‑up.
• Guide users through product features and functionality.
• Maintain consistent support quality by adhering to established standards and policies.
• Collaborate with teammates, QA and leadership to deliver optimal support outcomes.
• Work scheduled night, weekend and holiday shifts as required.
• Participate in daily huddles to stay aligned on policy or process updates.
• Document recurring technical issues and escalate to appropriate teams.
• Share insights with colleagues to continuously improve solutions.
• Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity.

Required profile

• Strong problem‑solving abilities and empathy for player frustrations.
• Excellent written and verbal English communication skills.
• Ability to manage multiple tickets while maintaining quality.
• Professional attitude, accountability and respect for player data confidentiality.
• Adaptability to learn new games, policies and tools quickly.

Required skills

• Troubleshooting of common technical issues.
• Multichannel support experience (email, chat, callbacks).
• Accurate documentation of issues, resolutions and internal notes.