Player Support Agent German Speaker (Remote)

Job description

OVERVIEW

Great player support is part of what keeps games alive. As a Player Support Agent you are often the first person a player reaches when something goes wrong. Whether they are locked out of an account reporting a bug asking about a purchase or looking for help with a game feature your role is to provide clear accurate and professional support. You will work as part of a global gaming support team helping players across different titles platforms and communities. This is an ideal role for someone who enjoys video games communicates clearly learns quickly and wants to build experience in the games industry.

WHAT YOULL DO

Respond to player queries through approved ticketing chat email and social support channels.

Triage player issues investigate reported problems and follow documented steps.

Provide clear friendly and accurate responses in line with project guidelines.

Become familiar with the games you support so you can better understand player issues.

Carry out account actions only where permitted by written policy and access permissions.

Document player issues trends bugs and escalations in the appropriate workspace.

Escalate complex sensitive or high-impact issues to the correct internal or client-side teams.

Meet agreed service level productivity quality and player experience targets.

Assist with reporting by tracking information through approved platforms and spreadsheets.

Support your managers and teammates with role-appropriate tasks when needed.

Maintain high standards of confidentiality data privacy and information security at all times.

THE IDEAL PROFILE

Excellent written and verbal communication skills in English and German based ideally in Egypt but can be based anywhere as long as you are available on any of the shifts available.

A genuine interest in video games across different platforms genres or communities.

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

A player-focused mindset and a professional approach to support.

Ability to investigate issues identify the correct next step and escalate when needed.

Comfortable working with digital tools online workspaces spreadsheets and ticketing systems.

Ability to work flexibly and collaboratively within a global team.

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

WHAT WE OFFER

A role in the video games industry supporting real players and live game communities.

Training on the games tools and workflows you will use.

The chance to develop skills in player support escalation handling reporting and quality.

Experience working with international teams and global gaming projects.

A fast-paced multicultural team environment.

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

Job requirements

EXPERIENCE and SKILLS

Previous experience in customer support player support moderation community support or a similar service role is helpful but not always required. Training will be provided for the games tools and workflows you support.

Experience with the following would be an advantage:

Customer support platforms such as Zendesk Helpshift Salesforce Intercom or similar tools.

Microsoft Office Google Workspace or similar productivity tools.

Gaming communities Discord Reddit forums social media or player-facing support spaces.

Live-service games mobile games MMOs online games or multiplayer communities.

Working against quality SLA productivity or CSAT targets.

Remote

• New York New York United States

Gaming

Freelance

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