Player Support Agent – German Speaker

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

📋 Description

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

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

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

• Familiarize yourself with supported games to gain a better understanding of player challenges.

• Execute account actions as allowed by documented policies and access rights.

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

• Refer complex, sensitive, or significant issues to internal or client-side teams.

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

• Monitor information through approved platforms and spreadsheets to aid in reporting.

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

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

⛳️ Requirements

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

• Must reside in Egypt.

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

• Keen attention to detail and ability to accurately follow documented procedures.

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

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

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

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

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

• Prior experience in customer support, player support, moderation, community support, or a similar role is beneficial but not mandatory.

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

• Familiarity with Microsoft Office, Google Workspace, or similar productivity software is advantageous.

• Experience in gaming communities, Discord, Reddit, forums, social media, or player-facing support environments is beneficial.

• Experience with live-service games, mobile games, MMOs, online games, or multiplayer communities is a plus.

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

• Eligibility to work in Egypt.

• Availability for flexible shifts, including weekends and public holidays.

• Proficiency in both German and English.

🏝️ 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 global gaming projects.

• Dynamic, multicultural team environment.

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