Community/Player Support Specialist

The role

This specialist will work on the Community Experience teams to resolve player issues for MLB The Show. The role involves communicating with players, moderating community channels, and investigating cheating or exploits.

What you will do

• Engage in direct, ongoing communication with players to troubleshoot reported issues and provide guidance.
• Manage player support inquiries from initial contact through resolution.
• Maintain in-depth knowledge of MLB The Show, including gameplay mechanics.
• Assist in keeping the community environment free of harmful imagery and general toxicity.
• Moderating community channels when the time is needed.
• Route player reported issues to the correct internal teams.
• Identify and investigate cheating, exploits, and unfair play trends.
• Analyze player activity to detect cheating and abuse.
• Investigate exploits and help protect game integrity.
• Track cheating methods to support safer gameplay.

Required qualifications

• Strong interpersonal, verbal, and written communication skills
• A strong sense of empathy and understanding
• Ability to keep a positive mindset when talking with players
• Strong problem solving and troubleshooting skills
• Strong ability to work in a communicative team environment
• Superior organization skills
• A passion for video games and video game communities

Nice to have

• A passion for Baseball and MLBTS
• Experience with ZenDesk or similar customer support tools
• Bi-lingual (Spanish)

Benefits

• medical
• dental
• vision

Before you apply

• This position is for temporary engagement through our staffing partner, Yoh Enterprise Solutions.
• Sony Interactive Entertainment conducts background checks at the offer stage for all new employees.

About the company

Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. It is a dynamic technology company and an entertainment leader.