Community/Player Support Specialist

Why Sony Interactive Entertainment?

Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.

This position is for temporary engagement through our staffing partner, Yoh Enterprise Solutions. This is a 12-month contract.

We are seeking a Community Support Specialist who will be focused on making MLB The Show the best place it can be for the players.

This specialist will work on the Community Experience teams to make sure that any issues that may arise to our players are resolved.

Responsibilities:

Engage in direct, ongoing communication with players to troubleshoot reported issues, provide guidance, and work collaboratively toward effective resolutions.

Manage player support inquiries from initial contact through resolution, providing timely follow-ups, clear communication, and a positive support experience throughout the process.

Maintain in-depth knowledge of MLB The Show, including gameplay mechanics.

Assist in keeping the community environment free of harmful imagery and or general toxicity that may damage the player’s experience.

Moderating community channels when the time is needed.

Keeping a keen eye on player reported issues and routing those issues to the correct internal teams for resolution.

Identify and investigate cheating, exploits, and unfair play trends.

Recognize cheating behaviors and emerging exploit patterns.

Analyze player activity to detect cheating and abuse.

Investigate exploits and help protect game integrity.

Track cheating methods to support safer gameplay.

Assist in maintaining tools to help solve player reported issues.

Represent the players best interests to the internal development team.

Assist in identifying bugs and assisting in testing when the time is needed.

Required:

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

Desirable :

A passion for Baseball and MLBTS

Experience with ZenDesk or similar customer support tools

Bi-lingual (Spanish)

At SIE, working with our partners, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location.

Please note that the individual base pay range may vary based on job-related factors which may include knowledge, skills, experience, and location.

In addition, this role is eligible for benefit offerings that include medical, dental, and vision. Click here to learn more.

The estimated base pay range for this role is listed below, this is an hourly rate.

$39.33 — $59.04 USD

Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.

Please refer to our Candidate Privacy Notice (where applicable) for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.