Description
We are seeking a Player Engagement Agent to provide live chat support for a video game client. As a Player Engagement Agent, you will be the essential link between our clients and the gaming community, investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers.
Responsibilities:
- Deliver excellent customer support to players
- Investigate and resolve player inquiries promptly through ticketing, email, or chat
- Assist internal teams with project-related requests, ensuring smooth collaboration
- Gather and deliver player feedback according to established procedures
- Provide translations when required to ensure seamless communication
- Maintain accurate and detailed reports to keep processes streamlined
- Ensure prompt escalation of issues following established procedures
- Contribute to smoother support processes with personalized macros and knowledge base
- Participate in maintaining high-quality standards through the QC process
Requirements:
- Mastery in C1-C2 level language proficiency, with English at B2 level or higher
- Excellent communication skills for effective player support
- Flexibility to adapt to various situations and player needs
- Accountability and reliability in handling player inquiries and issues
- Proactivity in identifying and addressing player concerns proactively
- Proficiency in navigating knowledge bases for efficient support
- Basic troubleshooting skills to assist players with technical challenges
- Availability for full-time work, including weekends and holidays, and on different time zones as needed
- Ability to work onsite for an indefinite period
- Previous BPO experience supporting a live chat environment (advantage if experience is handling 3 chat concurrencies)
- Knowledge of community platforms (e.g., Discord, Slack) is an asset
- Familiarity with PC and console platforms is an advantage
Benefits:
- Non-taxable allowances
- HMO and life insurance
- Paid time offs
- Annual wellness subsidy