Player Support Representative (Gaming)

Work Schedule: US Working Hours / Night Shift
Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (On-site)

What is your mission?

We are looking for a Player Support Representative to handle customer tickets, provide clear and empathetic assistance, and resolve a wide range of support issues through written channels. This role focuses on Zendesk ticket management, customer issue resolution, basic technical troubleshooting, billing and account support, and accurate documentation, while maintaining a player‑first, friendly, and professional communication style.

You will provide the best service to our partner brands by performing these tasks:

• Manage and resolve customer support tickets through Zendesk, including email and form submissions
• Provide patient, professional, and empathetic support to a predominantly older, non‑technical customer demographic
• Handle a variety of case types such as password resets, billing concerns, technical troubleshooting, and product or gameplay questions
• Troubleshoot software‑related issues and guide customers through installation or reinstallation processes
• Use internal support tools including refund generators, legacy platform systems, and password‑reset utilities
• Accurately document customer interactions, resolutions, and follow established workflows
• Escalate complex issues to senior support, quality assurance, or engineering teams when required
• Identify recurring issues and suggest process improvements to enhance customer experience
• Maintain a friendly, respectful, and customer‑first approach in all written communications

Who are we looking for?

• Bachelor’s Degree or equivalent educational background is preferred
• At least 3+ years of customer service experience, ideally within technical support, online platforms, or digital services
• Hands‑on experience using Zendesk or similar ticketing and customer relationship management systems
• Basic technical troubleshooting skills, including guidance on software installation and reinstallation
• Familiarity with PC, Mac, and mobile device fundamentals
• Ability to manage multiple tickets, workflows, and queues in a fast‑paced environment
• Experience supporting billing, account‑related, or platform‑based inquiries
• Strong problem‑solving skills and ability to follow structured processes
• Empathy, patience, and professionalism, especially when supporting non‑technical users
• Strong written English communication skills
• Detail‑oriented, adaptable, and collaborative team mindset

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks