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 issues, investigate reported concerns, and adhere to established procedures.

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

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

• Execute account actions only where allowed by documented policy and access rights.

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

• Refer intricate, sensitive, or high-impact matters to the appropriate internal or client-side teams.

• Achieve agreed service levels, productivity standards, quality metrics, and player experience goals.

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

• Provide support to managers and colleagues with role-specific tasks as needed.

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

⛳️ Requirements

• Exceptional written and verbal communication abilities 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 the capability to accurately follow documented processes.

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

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

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

• Flexible and collaborative working style 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.

• Familiarity with customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools would be advantageous.

• Proficiency in Microsoft Office, Google Workspace, or similar productivity tools would be a plus.

• Experience with gaming communities, Discord, Reddit, forums, social media, or player-facing support environments would be an asset.

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

• Experience working towards quality, SLA, productivity, or CSAT targets would be an advantage.

• Must currently reside in Egypt and possess the right to work in the country.

• Willingness to work flexible shifts, including weekends and public holidays.

🏝️ Benefits

• A position in the video game industry, supporting real players and active game communities.

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

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

• Experience working with international teams and on global gaming projects.

• A dynamic, multicultural team environment.

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