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CSR Agent Remote from Spain ( Permanent Position)

3 hours, 18 minutes ago
Spain
Full-time
Entry Level
Customer Support
Customer and Technical Support
JIRA
Apply Now
Universally Speaking

Universally Speaking

Universally Speaking: Multi-award-winning service provider for global gaming industry. Specializing in game localization, QA, ASO, and audio solutions, trusted for quality and expertise.

Hotels, Restaurants & Leisure
251-1K
Founded 2005
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Description

  • Respond promptly and professionally to player support inquiries via email, chat, and ticketing systems.
  • Diagnose player issues related to account access, billing, in-game purchases, technical problems, and platform-specific errors.
  • Resolve issues directly or escalate cases to the appropriate internal team when needed.
  • Document cases accurately and maintain player histories and knowledge-base content for future reference.
  • Communicate with players in clear, friendly language and manage expectations on next steps and resolution times.
  • Monitor recurring player issues and share actionable feedback with QA, Development, Community, and UX teams.
  • Enforce company policies, compliance requirements, and game-community guidelines, escalating abuse, cheating, or inappropriate behavior to moderation.
  • Maintain high player-satisfaction metrics and meet service-level agreements.
  • Contribute to improvements in support workflows, self-help resources, FAQs, and onboarding materials.
  • Stay current on game features, updates, and platform changes to provide accurate support.

Requirements

  • Good written communication skills in English; additional languages are a plus.
  • Genuine interest in video games and online communities.
  • Basic technical awareness and comfort learning new tools and simple technical concepts.
  • Technical experience is a plus, including familiarity with tools like Jira.
  • Previous customer service experience is a plus, but entry-level candidates are welcome.
  • Willingness to learn, ask questions, and follow processes.
  • Positive, empathetic attitude when supporting frustrated or confused players.
  • Ability to work well in a team and accept feedback constructively.
  • Comfortable using ticketing tools; training will be provided.
  • Availability to work flexible hours when required to support different time zones.

Benefits

  • Permanent contract.
  • Training and learning provided by on-site experts.
  • Remote position from Spain.

Interested in this position?

Apply directly on the company website

Apply Now

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