**Job Title**: Junior Player Support Agent
**Location**: On-site in Mexico City
**Compensation**: 18,000 MXN
**Position Summary**
**What You Will Do**
- Provide excellent customer service to players, responding to their ticket inquiries, and resolving their problems in a timely and professional manner.
- Troubleshoot technical issues that players may encounter while playing the game, including software, hardware, or connectivity problems.
- Collect feedback from players regarding game features, bugs, and user experience, and pass this information to the relevant teams such as development or quality assurance.
- Enforce the game's terms of service and community guidelines, and deal with violations appropriately, which can include moderating player behavior, issuing warnings, or banning accounts.
- Document player interactions, issues, and resolutions for future reference, and contribute to the creation and updating of support articles and FAQs.
- Communicate effectively with players, maintaining a friendly and empathetic tone.
Work in a team, liaising with other agents and departments.
- Participate in training and development activities to stay updated on the latest game updates, customer service techniques, and technical troubleshooting methods.
- Regularly report on common queries, issues, and feedback from players to help the company understand player needs and improve the game.
- Handle escalation of issues to the relevant higher authority or department when necessary.




**To Be Successful You Will Have**
- Excellent English communication skills (C1 level - written and verbal)
- Knowledge of the video game industry releases and trends
- Strong customer service skills with the ability to empathize with players
- Strong problem-solving and troubleshooting skills
- Ability to work in a team
- Ability to handle stressful situations and deal with upset players
- Experience in a customer service role, preferably in gaming, is an advantage.
- Proficient in using computers, with a good understanding of software and hardware
- Flexibility to work in shifts, during weekends, or holidays if required.
**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.
- Exposure to various technology stacks, and opportunity to cooperate with one of the biggest tech companies in the world.
- Access to Lionbridge's Employee Wellness Platform.
- Access to both internal and external training platforms.
- Career guidance with learning and development opportunities along the way, backed by Lionbridge's internal mobility and referral bonus programs.
**About Us**
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Breaking Barriers.
Building Bridges.

📌 Junior Player Support Agent (Xico)
🏢 Lionbridge
📍 Xico