[Hiring] Player Support Specialist @ModSquad

Role Description

We are recruiting Player Support Specialists to support a global gaming project. In this role, you'll help players resolve account, gameplay, and technical support issues while delivering a knowledgeable and positive support experience.

• Respond to player-support tickets through Zendesk.
• Investigate gameplay, account, and technical-support questions using approved resources.
• Troubleshoot PC and game-related issues logically and document the steps taken.
• Write clear, accurate, and complete responses that players can easily follow.
• Pay close attention to account, platform, and issue details before recommending a solution.
• Learn changing processes, game information, and support guidance continuously.
• Escalate complex or unclear issues with the relevant evidence and context.
• Collaborate with project leadership, teammates, and client contacts in shared communication channels.
• Begin with Tier 1 support and build toward Tier 2 work after demonstrating readiness.

Qualifications

• Passion for gaming, with meaningful PC, Mac, console, or MMO gaming experience.
• Professional fluency in English, with excellent written communication skills, including grammar, spelling, organization, and clarity.
• Critical-thinking, research, and analytical problem-solving skills.
• Exceptional attention to detail and the ability to follow multi-step instructions.
• Professional judgment when communicating with players, teammates, and client contacts.
• Previous experience providing support through live chat and/or ticket-based platforms.
• Learning agility and comfort working in an environment where information changes frequently.
• Ability to accept feedback, correct errors, and avoid repeating the same mistakes.
• Practical PC troubleshooting knowledge and confidence using online resources.
• Familiarity with online multiplayer games and gaming terminology.

Requirements

• Access to a dedicated Windows PC that meets or exceeds the following requirements:
• Operating System: Windows 11
• Processor: Intel® Core™ i3 (4.0 GHz or higher) or AMD Ryzen™ 3 (3.5 GHz or higher)
• Memory: 16 GB RAM minimum
• Graphics: NVIDIA GeForce GTX 1050, AMD Radeon RX 570, or equivalent
• Storage: At least 50 GB of available SSD space
• Internet: Reliable broadband connection with a minimum of 50 Mbps download and 10 Mbps upload speeds (fiber preferred)
• Willingness to install ModSquad's required security software and two-factor authentication (2FA) application.
• Access to a webcam or smartphone capable of taking clear photos for identity verification.
• A quiet, secure, and dedicated workspace free from distractions.
• A high-quality headset with a noise-canceling microphone.
• Dual monitors are strongly recommended to support productivity and efficient multitasking.

Company Description

ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services.

• We work with startups and Fortune 500 companies and everything in between.
• Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and many others.
• We support over 50 languages in more than 90 countries.
• We’re primarily a remote company.