Player Support Generalist (Latin America)
Riot Games - Santa Monica, CA

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Location: Santa Monica, CA

Riot Games was established in 2006 by entrepreneurial gamers who believe that player-focused game development can result in great games. In 2009, Riot released its debut title League of Legends to critical and player acclaim. As the most played PC game in the world, over 32 million play every month. Players form the foundation of our community and it’s for them that we continue to evolve and improve the League of Legends experience.

We’re looking for humble but ambitious, razor-sharp professionals who can teach us a thing or two. We promise to return the favor. Like us, you take play seriously; you’re passionate about games. We embrace those who see things differently, aren’t afraid to experiment, and who have a healthy disregard for constraints.

That’s where you come in.

As Player Support Generalist (Latin America) , you’ll be the problem solver that connects with Latin American players at a personal level to alleviate their pressing problems and concerns. Whether donning a detective’s fedora to investigate payment problems or strapping on your tool belt to fix technical snafus, you’ll jump into whichever role is needed to fix player problems and get them back into the game. With a focus on giving players attentive and prompt service, you’ll suggest ways to improve support and the Latin American player experience.

You are:
Service-oriented: whether solo or on a team, you’ve handled service problems of any size by focusing on direct and comprehensive communication with players or customers

A communications pro: you provide players with peace of mind through empathic discourse and a sunny disposition; you clearly communicate with players and teams through any medium, including support ticket, email, the Microsoft Office suite or sneakernet

A problem predator: like a big game hunter, you pursue problems and take them down with well-executed solutions

A task cowboy: you effortlessly wrangle hundreds of tickets with a strong attention to detail so tasks don’t wander off from the pack

Multilingual: fluency in English and Spanish is only scratching the surface of your language proficiencies; you can field tickets from any Latin American player since you understand regional Spanish dialects

Player-focused: as a player yourself, you not only understand players needs’ and connect with them on a personal level, but that connection drives you to brainstorm new ways to support players

You will:
Respond to Latin American players’ tickets, investigate and resolve player problems, and troubleshoot tech support issues as they come in

Coordinate with payment gateways to research and fix billing snafus, chargebacks, fraud claims, and other problematic payments with a multitude of Latin American payment gateways

Continuously provide feedback on player support tools and update the Player Support Knowledge Base

Investigate and issue suspensions based on Tribunal decisions and TOS/EULA violations

Work with various teams to proactively curb player support issues that crop up due to new features and tools

NOTE: We want you here, so we wanted to make it extra clear that we DON’T require our applicants to have an active US work authorization. At Riot Games we’re about great people and solutions, not red tape and bureaucratic barriers. For the right candidate, we’ll sponsor and pay for your H1Bs, 01s and other US work visas. That’s just paperwork, and we’ve got lawyers for that.

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