Join Lionbridge Games as a Senior Player Support Agent and play a crucial role in enhancing our customer support efforts! You'll address player inquiries, monitor issue trends, and ensure an exceptional gaming experience for our diverse community. The ideal candidate is digitally savvy, understands the casual gaming landscape, and excels in building strong player relationships. Sounds like you? Don’t hesitate to apply!

What You Will Do:

• Provide excellent customer service to players by responding to ticket inquiries and resolving problems promptly and professionally. Communicate effectively with players, maintaining a friendly and empathetic tone.

• Troubleshoot technical issues related to software, hardware, or connectivity that players encounter while playing the game.

• Collect feedback from players regarding game features, bugs, and user experience. Regularly report on common queries, issues, and player feedback to help improve the game.

• Enforce the game's terms of service and community guidelines. Deal with violations appropriately, including moderating player behavior, issuing warnings, or banning accounts.

• Document player interactions, issues, and resolutions for future reference. Contribute to the creation and updating of support articles and FAQs.

• Work effectively in a team, liaising with other agents and departments. Participate in training and development activities as a key mentor to help others stay updated on the latest game updates, customer service techniques, and technical troubleshooting methods.

• Handle escalations of issues to the relevant authority or department when necessary.

• Perform Quality Assurance tasks as required to ensure the highest level of support and game quality.

To Be Successful You Will Have:

• 2+ years of experience in player support or customer support.

• English at advanced level.

• Bachelor’s degree or equivalent, preferably in a related field.

• Strong ability to interact effectively with players and colleagues, building strong relationships and rapport.

• Excellent verbal and written communication skills, capable of conveying information clearly and effectively.

• Proven ability to work collaboratively within a team and coordinate with other agents and departments.

• Ability to handle stressful situations calmly and manage multiple tasks while maintaining composure under pressure.

• Capable of understanding and sharing the feelings of players, maintaining a compassionate and supportive approach in interactions.

• Ability to guide and mentor other support agents, demonstrating initiative and providing direction within the team.

• Deep understanding of the gaming landscape, either in casual or competitive gaming.

• Passion for the gaming industry and engagement with the gaming community.

• Proficiency in troubleshooting technical issues related to software, hardware, and connectivity.

• Familiarity with gaming platforms, systems, and technologies.

In Return You Can Expect :

• Contract of employment with employee benefits package including private medical care, sport card, day off on your birthday and holiday allowance.

• Fully onsite role with office located on Kostruktorska 13 in Warsaw.

• Working hours from 7am to 3pm.

• Access to Lionbridge's Employee Wellness Platform.

• Access to internal training platform.

• A supportive and collaborative work environment with a passionate team.

• Work in a role that aligns with your passion for gaming and the gaming community.

About Lionbridge Games

We are passionate gamers with a mission to deliver great gaming experience to players all around the world. Lionbridge Games was created by a group of dedicated gamers in 2013 at the largest globalization company in the world. We formed a team focused on game services built on the underpinning of Lionbridge’s global infrastructure, enabling us to create a new approach to game services: truly global and technology-led at the core. Learn more at games.lionbridge.com.

We kindly inform you that Lionbridge Games reserves the right to contact only selected candidates.

Lionbridge embraces equal employment opportunity and a diverse workforce, making hiring and employment decisions based on individual merits and talent without regard to any protected status.

If you believe you need a reasonable accommodation in the online job application process for a posted position, please contact us at careers@lionbridge.com for assistance.