Player Support Agent, German Speaker

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

📋 Description

• Address player inquiries via approved 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.

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

• Execute account actions as permitted by written policies and access permissions.

• 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 service level, productivity, quality, and player experience objectives.

• Monitor information through approved platforms and spreadsheets for reporting purposes.

• Assist managers and colleagues with tasks relevant to the role.

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

⛳️ Requirements

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

• Must be located anywhere in Egypt.

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

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

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

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

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

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

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

• Previous experience in customer support, player support, moderation, community support, or a related service role is beneficial but not mandatory.

• Familiarity with customer support platforms like Zendesk, Helpshift, Salesforce, Intercom, or similar tools is advantageous.

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

• Engagement with gaming communities, Discord, Reddit, forums, social media, or player-facing support spaces would be an advantage.

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

• Experience in working towards quality, SLA, productivity, or CSAT targets would be beneficial.

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

• Must have the right to work in Egypt.

🏝️ Benefits

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

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

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

• A dynamic, multicultural team environment.

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