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Sousanna Sam
@sousanna77
Multilingual Customer Experience and Support Leader
Egypt
Arabic, Spanish, English
About me
I am a multilingual customer experience and support leader with over 3 years of progressive roles in global service environments. I am skilled in team leadership, technical support, and cross-cultural communication, with a passion for creating smooth user experiences and empowering teams to grow.
Skills
Sousanna Sam
Offline •
Average response time: 1 hour
See my services
Translation
I will provide anything you need with arabic, spanish and english
Research & Summaries
I will research any topic, analyze information, and provide a clear summary
Work experience
Gaming Support Agent at 5CA
Freelancing Career • Freelance
Dec 2024 - Present • 1 yr 9 mos
A Gaming Support Agent at 5CA provides professional, player-focused support for online games, helping players resolve gameplay, account, payment, and technical issues. The role involves handling player inquiries through email, chat, and in-game support channels, troubleshooting problems, documenting cases, following internal policies, and escalating complex issues when necessary. Key responsibilities: * Handle and resolve player inquiries efficiently and professionally. * Troubleshoot gameplay, technical, account, payment, and progression issues. * Investigate player cases using internal tools and game information. * Document interactions and maintain accurate case records. * Escalate complex or technical issues to the appropriate teams. * Follow game policies, procedures, and quality standards. * Provide clear, empathetic, and personalized responses. * Identify recurring issues and communicate player feedback to improve the overall gaming experience. * Work with tools such as Helpshift, Jira, Confluence, Slack, and internal support systems.
