Player Support Agent, German

This is a fully remote position, open to applicants in United States, +7 more locations.

📋 Description

• Address player inquiries via approved ticketing systems, chat, email, and social media support channels.

• Assess player issues, investigate reported concerns, and adhere to documented procedures.

• Deliver clear, friendly, and precise responses consistent with project guidelines.

• Acquire knowledge of supported games to better understand player concerns.

• Perform account actions solely as permitted by written policies and access rights.

• Record player issues, trends, bugs, and escalations in the designated workspace.

• Refer complex, sensitive, or high-impact matters to internal or client-side teams.

• Achieve established service levels, productivity, quality, and player experience objectives.

• Aid in reporting using authorized platforms and spreadsheets.

• Provide support to managers and colleagues with relevant tasks.

• Uphold confidentiality, data privacy, and information security standards.

⛳️ Requirements

• Exceptional written and verbal communication abilities in German.

• Proficient written and verbal communication skills in English.

• Genuine enthusiasm for video games across diverse platforms, genres, or communities.

• Strong attention to detail and the ability to accurately follow documented procedures.

• Player-centered mindset and a professional approach to support.

• Capability to investigate issues, determine appropriate next steps, and escalate as necessary.

• Comfortable utilizing digital tools, online workspaces, spreadsheets, and ticketing systems.

• Ability to work flexibly and collaboratively within a global team.

• Quick to adapt to new games, updates, tools, policies, and workflows.

• Previous experience in customer support, player support, moderation, community support, or a similar service role is advantageous, but not mandatory.

• Familiarity with Zendesk, Helpshift, Salesforce, Intercom, or similar tools is a plus.

• Proficiency with Microsoft Office, Google Workspace, or similar productivity tools is beneficial.

• Experience with gaming communities, Discord, Reddit, forums, social media, or player-facing support platforms is advantageous.

• Background in live-service games, mobile games, MMOs, online games, or multiplayer communities would be beneficial.

• Experience working towards quality, SLA, productivity, or CSAT targets would be a plus.

• Proficiency in additional languages is a benefit.

• Comfortable working remotely.

• Willingness to work under a freelance contract.

• Availability for one of the listed UTC shifts.

• Ability to compose support replies in English.

🏝️ Benefits

• Training on the games, tools, and workflows you will utilize.

• Opportunities to enhance skills in player support, escalation management, reporting, and quality assurance.

• Experience collaborating with international teams on global gaming projects.

• Fast-paced, multicultural team environment.

• Opportunities to expand knowledge of player experience and gaming support operations.