CSR-Game Master

Key Responsibilities

• Handle player support tickets and live chat inquiries in a professional, clear, and timely manner.
• Assist players with account, gameplay, technical, event, and general game-related concerns.
• Review, investigate, and properly document player reports, including bugs, exploits, abuse reports, and in-game issues.
• Escalate complex issues, confirmed bugs, suspicious activity, or unresolved player concerns to the appropriate internal team and/or assigned Product Manager.
• Monitor and support official game communities, including forums, social media pages, Discord, or other assigned channels.
• Help maintain a positive and respectful community by responding to player concerns and flagging inappropriate behavior when needed.
• Conduct basic game QA checks, including reproducing reported issues, validating fixes, and documenting findings clearly.
• Prepare accurate daily or weekly reports related to tickets handled, player concerns, community issues, bugs, and other assigned tasks.
• Follow approved game policies, support guidelines, escalation procedures, and communication standards.
• Maintain productivity, quality, attendance, and professionalism based on company and client requirements.