Non-Voice Customer Support Agent - Gaming Account

We are seeking a Non-Voice Customer Support Agent to join our Player Engagement team, serving as a crucial link between our clients and the gaming community.

As a Player Engagement Agent, you will investigate and deliver prompt, quality responses to players' questions, provide valuable feedback to developers, and play a vital role in building engaging player communities.

Responsibilities:

• Deliver excellent customer support to players via ticketing, email, or chat
• Investigate and resolve player inquiries promptly
• Assist internal teams with project-related requests
• Gather and deliver player feedback according to established procedures
• Provide translations when required
• Maintain accurate and detailed reports
• Ensure prompt escalation of issues following established procedures
• Contribute to smoother support processes with personalized macros and knowledge base
• Participate in valuable training sessions to enhance your skills and knowledge
• Master gameplay knowledge of our products to serve players better
• Utilize CRM tools such as Helpshift or Zendesk for seamless support
• Familiarize yourself with macros customization for streamlined responses
• Experience with MS Office or Google Suite apps for documentation

Requirements:

• 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

Benefits:

• Non-taxable allowances
• HMO and life insurance
• Paid time offs
• Annual wellness subsidy