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Player Support Agent

Basic Information

Ref Number

Req_00155725

Primary Location

GT - Guatemala - Torre Pradera

Country

Guatemala

Description and Requirements

About the role

At TELUS Digital, we’re proud to support a leading online platform in the video game industry, where players and creators come together to build and explore incredible virtual worlds. As a Customer Support Specialist, you’ll use your bilingual skills (English and Spanish) to provide top-tier back-office support, ensuring gamers have a seamless experience. If you’re passionate about video games and love solving challenges behind the scenes, this on-site role is your chance to be part of the action!.


Key Responsibilities

  • Process and manage account-related inquiries with precision and efficiency.

  • Provide exceptional bilingual support for billing and technical issues.

  • Troubleshoot platform-specific problems to maintain a smooth gaming experience.

  • Handle back-office tasks to support player and creator accounts.

  • Analyze and resolve complex gaming-related inquiries.

  • Document and track customer interactions for quality assurance.

  • Collaborate with team members to maintain service excellence.

  • Contribute to improving support processes and user experience.

  • Maintain accurate records of all account modifications and resolutions.

  • Support special gaming events and community initiatives as needed.


Requirements

  • Experience: 1+ years of experience preferred in customer service or gaming industry.

  • Schedule flexibility (AM/PM shifts, weekends, and holidays).

  • Work Modality: Fully on-site (training, nesting, and production).

  • Education: High School Diploma (completed).

  • Language: B2-level proficiency in English (written and verbal).

  • Legal Documentation:

    • NIT

    • DPI

Join our team and be part of a dynamic environment where you can develop your technical expertise and provide exceptional support to clients!

If you have any questions or comments about this open position, write to:

sourcing.recruitment@telusinternational.com

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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