Gaming Support Agent – English Native, Shift Work

Acerca de la Empresa

Riot Games was founded in 2006 to develop, publish, and support the most player-focused games in the world. In 2009, we released our debut title, League of Legends, to worldwide acclaim. League has gone on to be the most-played PC game in the world and a key driver of the explosive growth of esports. As we continue to evolve League and deliver new experiences such as Valorant, Teamfight Tactics, and Legends of Runeterra, we remain committed to our mission of putting players at the center of everything we do. Riot Games is headquartered in Los Angeles, California, and has 20+ offices worldwide, including a vibrant hub in Barcelona, Spain.

Descripción del Trabajo

Are you a passionate gamer with native-level English skills and a dedication to providing outstanding player support? Riot Games is looking for a Gaming Support Agent to join our dynamic team in Barcelona. In this role, you will be the first point of contact for our players, providing exceptional service and technical assistance across a variety of our beloved game titles. This is a shift-based role, requiring flexibility to cover evenings, weekends, and holidays, ensuring our players always have the support they need. If you love games, thrive in a fast-paced environment, and are ready to be an advocate for our players, we want to hear from you!

Responsabilidades Clave

• Respond to player inquiries and issues promptly and professionally via email and chat, ensuring high levels of player satisfaction.
• Troubleshoot common game-related problems, including technical issues, account management, billing, and gameplay mechanics.
• Provide clear, concise, and accurate information, guiding players through solutions and workarounds.
• Document all player interactions and resolutions accurately in our CRM system.
• Collaborate with internal teams (e.g., Quality Assurance, Game Development) to escalate complex issues and provide player feedback.
• Identify trends in player issues and suggest improvements to game features or support processes.
• Adhere to service level agreements (SLAs) and maintain quality standards in all interactions.
• Work effectively as part of a rotating shift schedule, including nights, weekends, and public holidays.
• Stay up-to-date with new game releases, patches, and relevant policies to provide informed support.

Habilidades Requeridas

• Native-level proficiency in English (both written and verbal).
• Proven passion for video games and familiarity with gaming culture.
• Excellent communication and interpersonal skills, with the ability to empathize and connect with players.
• Strong problem-solving and critical-thinking abilities to diagnose and resolve diverse player issues.
• Ability to work effectively both independently and as part of a collaborative team.
• Comfortable with shift work, including evenings, weekends, and holidays.
• Proficiency with standard office software and a willingness to learn new tools.

Cualificaciones Preferidas

• 1+ year of experience in customer service, technical support, or a related player-facing role.
• Familiarity with Riot Games titles (e.g., League of Legends, Valorant, Teamfight Tactics) and their communities.
• Experience with CRM software (e.g., Zendesk, Salesforce, Freshdesk).
• Basic technical troubleshooting skills related to PC gaming hardware and software.
• Ability to speak additional languages (e.g., Spanish, Catalan) is a plus.

Ventajas y Beneficios

• Competitive salary and comprehensive benefits package.
• Generous paid time off and holiday schedule.
• Health, dental, and vision insurance.
• Access to Riot Games titles and in-game perks.
• Opportunities for professional development and career growth.
• Vibrant, inclusive, and gamer-centric work environment.
• Subsidized meals and snacks.
• Employee assistance program.
• On-site gym and wellness programs.

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