FOR POOLING BACOLOD - Player Engagement Agent (NON-VOICE and GAMING)

Ovii's Interpretation of the Role

The Player Engagement Agent provides on‑site, multilingual support to gamers, handling tickets, chat and email while feeding player feedback to developers. The role blends customer communication, CRM tool usage, and basic troubleshooting within a fast‑paced gaming environment.

Role Snapshot

• On‑site player support specialist
• Ticket, email and live‑chat handling
• Multilingual communication (C1‑C2 level)
• CRM & ticketing tool expertise
• Feedback collection and reporting
• Macro and knowledge‑base customization
• Weekend/holiday shift availability
• Passion for video games (nice‑to‑have)

Must-Have Requirements

• Customer communication
• Multilingual proficiency (C1‑C2 level, English B2+)
• Ticketing/CRM tool usage (Zendesk, Helpshift, etc.)
• Knowledge‑base navigation
• Macro customization
• Basic troubleshooting
• Full‑time availability including weekends/holidays
• On‑site work in Bacolod
• must work onsite in Bacolod
• must have C1‑C2 level language proficiency and English B2+

Nice-to-Have Signals

• Prior BPO or customer‑service experience
• Live‑chat concurrency handling (3+ chats)
• Familiarity with Discord or Slack
• Passion for video games
• MS Office / Google Workspace proficiency
• Analytics and reporting

Work Setup

• Location: Bacolod, Philippines
• Work mode: ONSITE
• Employment type: Full-Time
• Shift: weekends and holidays

Application Requirements

• Assessment mentioned

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Resolve player inquiries promptly via ticketing, email or live chat
• Gather, synthesize and deliver player feedback to development teams
• Provide translations and ensure clear communication across languages
• Maintain accurate support reports and analytics dashboards
• Escalate issues according to defined procedures
• Create and customize macros and knowledge‑base articles
• Participate in training sessions to continuously improve support skills
• Manage personal schedule to cover weekends, holidays and varied time zones

Good Fit If You Have

• Previous customer‑service or BPO experience
• Experience handling multiple live‑chat conversations simultaneously
• Familiarity with community platforms such as Discord or Slack
• Strong interest in video games
• Ability to work flexible hours across time zones