Description
As a Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community.
Your responsibilities include investigating and delivering prompt, quality responses to players' questions while providing valuable feedback to our developers.
We are looking for someone with excellent communication skills, 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, and proficiency in navigating knowledge bases for efficient support.
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
- Take part in valuable training sessions to enhance your skills and knowledge
- Manage your time effectively and responsibly to meet players' needs
- Master the gameplay knowledge of our products to serve players better
- Familiarity with Helpshift/Zendesk or other CRM tools for seamless support
- Knowledge of macros customization for streamlined responses
- Experience with MS Office or Google Suite apps for documentation
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
Nice-to-haves:
- Previous Customer Service experience or any relevant experience in a BPO setting
- Similar experience in Email or Live Chat Support is an advantage
- Knowledge of community platforms (e.g., Discord, Slack)
- Passion for video games
Benefits:
- Equal Opportunities Policy
- Diversity and inclusion workplace
- Online recruitment process