Player Support Agent, German

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

📋 Description

• Address player inquiries through designated ticketing, chat, email, and social media support channels.

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

• Deliver clear, friendly, and accurate responses in accordance with project guidelines.

• Familiarize yourself with supported games to enhance understanding of player issues.

• Execute account actions only 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 issues to internal or client-side teams.

• Achieve established service level, productivity, quality, and player experience goals.

• Aid in reporting by tracking information through approved platforms and spreadsheets.

• Provide assistance to managers and colleagues with role-appropriate tasks as necessary.

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

⛳️ Requirements

• Exceptional written and verbal communication skills in German.

• Proficient written and verbal communication skills in English.

• Genuine passion for video games across various platforms, genres, or communities.

• Strong attention to detail and ability to accurately follow documented processes.

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

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

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

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

• 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 beneficial, but not essential.

• Familiarity with customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools is a plus.

• Experience with Microsoft Office, Google Workspace, or similar productivity software is advantageous.

• Knowledge of gaming communities, Discord, Reddit, forums, social media, or player-facing support environments is a plus.

• Experience with live-service games, mobile games, MMOs, online games, or multiplayer communities is beneficial.

• Experience working towards quality, SLA, productivity, or CSAT targets is advantageous.

• Proficiency in additional languages is a plus.

• Ability to work remotely.

• Comfortable operating under a freelance contract.

🏝️ 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 and engaging in global gaming projects.

• Fast-paced, multicultural team environment.

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