Gaming Support Agent – English Native, Shift Work

Acerca de la Empresa

Concentrix is a leading global provider of customer experience (CX) solutions and technology, driving end-to-end solutions for the world’s best brands. We help clients grow their business, improve brand loyalty, and enhance customer satisfaction across diverse industries, including a significant focus on the gaming sector. Our team in Panama City is a vibrant hub dedicated to delivering exceptional service, fostering a dynamic and inclusive environment where talent thrives.

Descripción del Trabajo

Are you passionate about gaming and fluent in English? Do you thrive in a dynamic, fast-paced environment and enjoy helping others? Concentrix is looking for enthusiastic and dedicated Gaming Support Agents to join our team in Panama City, supporting players for a leading global gaming client. In this role, you will be the first point of contact for players, providing exceptional customer service and technical support to resolve inquiries and ensure an outstanding gaming experience. This is an exciting opportunity to combine your love for gaming with a rewarding career in customer support, working in a shift-based environment.

Responsabilidades Clave

• Provide professional and friendly support to gamers via multiple channels (chat, email, phone).
• Diagnose and troubleshoot technical issues related to game access, account management, in-game problems, and billing.
• Educate players on game features, policies, and best practices.
• Document all interactions accurately and efficiently in our CRM system.
• Collaborate with internal teams to escalate complex issues and provide comprehensive solutions.
• Maintain a high level of customer satisfaction and meet key performance indicators (KPIs).
• Work effectively within a rotating shift schedule, including evenings, weekends, and holidays.

Habilidades Requeridas

• Native-level proficiency in English, both written and verbal.
• Strong passion for video games and familiarity with various gaming platforms (PC, console, mobile).
• Excellent problem-solving and troubleshooting skills.
• Exceptional communication and interpersonal abilities.
• Ability to work independently and as part of a team in a fast-paced environment.
• Comfortable with shift work, including nights and weekends.
• Basic computer literacy and ability to navigate multiple systems simultaneously.

Cualificaciones Preferidas

• Previous experience in a customer service or technical support role, especially in a BPO setting.
• Familiarity with CRM software (e.g., Salesforce, Zendesk).
• Experience with multiplayer online games or esports communities.
• Understanding of common networking issues and basic PC hardware/software troubleshooting.
• High school diploma or equivalent.

Ventajas y Beneficios

• Competitive salary and performance bonuses.
• Comprehensive health and wellness benefits package.
• Paid time off and holidays.
• Ongoing training and professional development opportunities.
• Career advancement potential within a global company.
• Dynamic and multicultural work environment.
• Employee discounts on various products and services.

Aplicar Ahora