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 issues, investigate reported concerns, 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

• Perform account actions only when authorized 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 internal or client-side teams

• Achieve agreed-upon service levels, productivity, quality, and player experience goals

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

• Assist managers and colleagues with tasks relevant to the role

• Uphold confidentiality, data privacy, and information security standards

⛳️ Requirements

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

• Must reside in Egypt

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

• Keen attention to detail and ability to accurately follow established processes

• Player-centric mindset and a professional demeanor in support roles

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

• 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

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

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

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

• Involvement with gaming communities, Discord, Reddit, forums, social media, or player-facing support platforms would be a plus

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

• History of working towards quality, SLA, productivity, or CSAT targets would be advantageous

• Eligible to work in Egypt

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

🏝️ Benefits

• Training on 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 experience and gaming support operations