Player Support Agent, German Speaker

This is a fully remote position, open to applicants in United States, +6 more locations.

📋 Description

• Address player inquiries through authorized 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 guidelines.

• Acquire knowledge about supported games to enhance understanding of player challenges.

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

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

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

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

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

• Provide support to managers and colleagues with role-appropriate tasks as required.

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

⛳️ Requirements

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

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

• Keen attention to detail and capability to follow documented processes precisely.

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

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

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

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

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

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

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

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

• Background in gaming communities, Discord, Reddit, forums, social media, or player-facing support environments would be beneficial.

• Familiarity with live-service games, mobile games, MMOs, online games, or multiplayer communities would be an asset.

• Experience working towards quality, SLA, productivity, or CSAT targets would be an advantage.

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

• Proficiency in both English and German languages.

🏝️ Benefits

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

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

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

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