Player Support Agent, German Speaker

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

📋 Description

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

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

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

• Acquire knowledge of supported games to enhance understanding of player challenges

• Execute account actions only where allowed by written policies and access permissions

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

• Forward complex, sensitive, or high-impact issues to internal or client-side teams

• Achieve established service levels, productivity, quality, and player experience targets

• Aid in reporting by tracking data through approved platforms and spreadsheets

• Assist managers and colleagues with role-specific tasks as necessary

• Uphold confidentiality, data privacy, and information security standards

⛳️ Requirements

• Outstanding written and verbal communication skills in both English and German

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

• Strong attention to detail and capability to follow documented processes accurately

• Player-centric mindset and a professional approach to support

• Competence in investigating issues, determining appropriate next steps, and escalating when required

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

• Ability to work flexibly and collaboratively within a global team

• Quick adaptability 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

• Experience with Microsoft Office, Google Workspace, or similar productivity tools would be a plus

• Background in gaming communities, Discord, Reddit, forums, social media, or player-facing support spaces would be beneficial

• Experience with live-service games, mobile games, MMOs, online games, or multiplayer communities would be an advantage

• Familiarity with working towards quality, SLA, productivity, or CSAT targets would be a plus

• Availability for flexible shifts, including weekends and public holidays

• Proficient in English and German

🏝️ Benefits

• Training on the games, tools, and workflows utilized

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

• Experience collaborating with international teams and participating in global gaming projects

• Fast-paced, multicultural team environment

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