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.

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

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

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

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

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

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

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

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

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

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

⛳️ Requirements

• Exceptional written and verbal communication abilities in English and German.

• Must be located in Egypt.

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

• Excellent attention to detail and capability to follow documented processes accurately.

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

• Proficient in investigating issues, determining the appropriate next steps, and escalating when necessary.

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

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

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

• Previous experience in customer support, player support, moderation, community support, or similar roles is beneficial, but not mandatory.

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

• Proficiency in Microsoft Office, Google Workspace, or similar productivity tools is advantageous.

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

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

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

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

• Right to work in Egypt is required; visa sponsorship status will be addressed in application questions.

🏝️ Benefits

• A position within the video games industry, assisting real players and live game communities.

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

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

• Experience collaborating with international teams and global gaming projects.

• A dynamic, multicultural team environment.

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