Player Support Agent – German Speaker

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

📋 Description

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

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

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

• Acquire knowledge of supported games to better understand player challenges

• Execute authorized account actions based on written policies and access privileges

• Record player issues, trends, bugs, and escalations

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

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

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

• Assist managers and colleagues with tasks relevant to the role

• Uphold confidentiality, data privacy, and information security

⛳️ Requirements

• Exceptional 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 the capability to follow documented processes meticulously

• Player-centric mindset and a professional attitude towards support

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

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

• Capacity 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 assistance, moderation, community support, or a similar service role is beneficial but not mandatory

• Familiarity with Zendesk, Helpshift, Salesforce, Intercom, or similar tools is a plus

• Experience with Microsoft Office, Google Workspace, or similar productivity tools is beneficial

• Background in gaming communities, Discord, Reddit, forums, social media, or player-facing support environments is advantageous

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

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

• Availability for flexible shifts, including weekends and public holidays

🏝️ Benefits

• Training on the games, tools, and workflows you will be using

• Opportunity to develop skills in player support, escalation management, reporting, and quality assurance

• Experience collaborating with international teams on global gaming projects

• A dynamic, multicultural team environment

• Opportunities to enhance your understanding of player experience and gaming support operations