Player Support Agent, German Speaker

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

📋 Description

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

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

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

• Acquire familiarity with supported games to enhance understanding of player challenges.

• Execute account actions only as permitted by established 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 agreed-upon service levels, productivity, quality, and player experience metrics.

• Assist with reporting by monitoring information through approved platforms and spreadsheets.

• Provide support to managers and teammates with role-specific tasks as required.

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

⛳️ Requirements

• Exceptional written and verbal communication skills in both English and German.

• Must be based anywhere in Egypt.

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

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

• A player-centric mindset and a professional approach to support.

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

• Comfortable using 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 beneficial but not mandatory.

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

• Familiarity with Microsoft Office, Google Workspace, or comparable productivity tools is advantageous.

• Experience with gaming communities, Discord, Reddit, forums, social media, or player-facing support spaces is a plus.

• Background in live-service games, mobile games, MMOs, online games, or multiplayer communities is advantageous.

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

• Must possess the right to work in Egypt; visa sponsorship requirements should be addressed in the application.

🏝️ Benefits

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

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

• Experience collaborating with international teams and engaging in global gaming projects.

• A dynamic, multicultural team environment.

• Opportunities to enhance your understanding of player experience and gaming support operations.