Player Engagement Agent (non-voice for video gaming project)

Ovii's Interpretation of the Role

The Player Engagement Agent serves as the primary bridge between game developers and players, handling inquiries via ticketing, email and chat while feeding actionable feedback to improve game experiences. The role combines customer support, analytics reporting and collaboration with internal teams.

Role Snapshot

• Player support via ticketing, email & chat
• Gather & relay player feedback
• Maintain reports & quality‑control records
• Use CRM platforms (Helpshift/Zendesk)
• Create & customize response macros
• Collaborate with internal project teams
• Full‑time onsite onboarding, hybrid thereafter

Must-Have Requirements

• Excellent customer communication
• Ticketing/email/chat handling
• Gathering and delivering player feedback
• CRM platform familiarity (Helpshift/Zendesk)
• Macro customization
• MS Office or Google Suite usage
• C1‑C2 language proficiency
• English B2+ proficiency
• Full‑time availability including weekends/holidays
• Onsite onboarding attendance
• Customer support
• CRM tool usage
• Analytics/reporting
• Must have C1‑C2 level language proficiency
• Must be able to work full‑time including weekends/holidays
• Must attend onsite onboarding in Pune

Nice-to-Have Signals

• Prior customer service or BPO experience
• Email or live‑chat support background
• Familiarity with Discord or Slack
• Passion for video games
• BPO or call‑center experience
• Live chat support

Work Setup

• Location: Pune, India
• Work mode: HYBRID
• Employment type: Contract
• Shift: Weekends and holidays

Eligibility Gates

• Visa sponsorship: unknown

Application Requirements

• Assessment mentioned
• Language proficiency assessment

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Notice period
• Travel

What You'll Likely Work On

• Respond to player inquiries through ticketing systems, email and live chat, ensuring timely resolution.
• Collect and deliver player feedback to development teams following defined procedures.
• Maintain accurate support reports, escalations and quality‑control documentation.
• Utilize Helpshift or Zendesk, customize macros and manage knowledge‑base articles.
• Collaborate with internal project teams to address player‑related requests.
• Participate in training sessions and continuously improve product knowledge.
• Complete an onsite onboarding period before transitioning to a hybrid work setup.

Good Fit If You Have

• Strong written and verbal English communication.
• Ability to adapt quickly to varied player issues.
• Detail‑oriented with reliable reporting habits.
• Passion for video games (helpful but not required).