Player Engagement Agent, German/English

This is a fully remote position, open to applicants in Poland.

📋 Description

• Act as the intermediary between clients and the gaming community.

• Investigate and deliver prompt, high-quality answers to player inquiries.

• Provide customer support via ticketing, email, or chat.

• Assist internal teams with requests related to projects.

• Collect and relay player feedback following established protocols.

• Offer translations when necessary.

• Keep accurate and detailed records.

• Expedite issue escalation according to established guidelines.

• Tailor macros and enhance the knowledge base.

• Uphold quality standards through the QC process.

• Engage in training sessions.

• Manage time efficiently to satisfy players' needs.

• Develop gameplay knowledge of assigned products.

• Complete online assessments in German and English during the recruitment process.

⛳️ Requirements

• Proficiency in German at C1-C2 level.

• English proficiency at B2 level or above.

• Strong communication skills.

• Adaptability to various situations and player requirements.

• Reliability and accountability in addressing player inquiries and issues.

• Initiative in recognizing and resolving player concerns.

• Skill in navigating knowledge bases.

• Basic troubleshooting abilities.

• Availability for full-time work, including weekends.

• Familiarity with Helpshift, Zendesk, or similar CRM tools.

• Knowledge of macro customization.

• Experience with MS Office or Google Suite is preferred.

• Previous customer service experience is advantageous.

• Familiarity with community platforms like Discord or Slack is beneficial.

• A passion for video games is a bonus, but not mandatory.

🏝️ Benefits

• Remote work with necessary equipment provided, including a computer, keyboard, headset, and mouse.

• Option to visit the office at the Global Office Park in Katowice.

• Private medical care option available.

• My Benefit system.

• Multisport card.

• Subsidy for glasses.

• Employee Assistance Program offering personal, legal, and financial counseling services.

• Opportunities for professional development, including access to an online learning platform and training sessions.

• Open vacancies available exclusively for internal candidates.

• Employee referral program with rewards for successful referrals.

• Chance to gain experience working with individuals from around the globe.

• Entire recruitment process conducted online and remotely.