Player Support Agent, German Speaker

Jobtailor; Deutschland; Vor Ort; EUR 32.000 - 45.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking a dedicated player support specialist to handle queries across ticketing, chat, email, and social channels. You will triage issues, follow approved steps, and document problems to help improve operations.

You’ll escalate complex matters, maintain SLAs, and collaborate with a global team while upholding data privacy and security standards.

Qualifikationen

• Excellent written and verbal communication skills in English and German.
• Must be based in Egypt
• Genuine interest in video games across different platforms, genres, or communities.
• Strong attention to detail and ability to follow documented processes accurately.
• Player-focused mindset and 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.
• Right to work in Egypt
• Availability for flexible shifts, including weekends and public holidays

Aufgaben

• 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 supported games to 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 internal or client-side teams.
• Meet agreed service level, productivity, quality, and player experience targets.
• Track information through approved platforms and spreadsheets to assist with reporting.
• Support managers and teammates with role-appropriate tasks.
• Maintain confidentiality, data privacy, and information security standards.

Kenntnisse

English & German

Customer support platforms

Attention to detail

Player-focused mindset

Issue investigation

Team collaboration

Tools

Zendesk

Helpshift

Salesforce

Intercom

Microsoft Office

Google Workspace

Spreadsheets

Online Workspaces

Discord

Social Media

Jobbeschreibung

• 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 supported games to 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 internal or client-side teams
• Meet agreed service level, productivity, quality, and player experience targets
• Track information through approved platforms and spreadsheets to assist with reporting
• Support managers and teammates with role-appropriate tasks
• Maintain confidentiality, data privacy, and information security standards

Requirements

• Excellent written and verbal communication skills in English and German
• Must be based in Egypt
• Genuine interest in video games across different platforms, genres, or communities
• Strong attention to detail and ability to follow documented processes accurately
• Player-focused mindset and 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
• Previous experience in customer support, player support, moderation, community support, or a similar service role is helpful, but not always required
• Experience with customer support platforms such as Zendesk, Helpshift, Salesforce, Intercom, or similar tools would be an advantage
• Experience with Microsoft Office, Google Workspace, or similar productivity tools would be an advantage
• Experience with gaming communities, Discord, Reddit, forums, social media, or player-facing support spaces would be an advantage
• Experience with live-service games, mobile games, MMOs, online games, or multiplayer communities would be an advantage
• Experience working against quality, SLA, productivity, or CSAT targets would be an advantage
• Right to work in Egypt
• Availability for flexible shifts, including weekends and public holidays

Core Competencies

Demonstrates strong written and verbal communication skills in English and German, with a player-focused mindset and the ability to investigate and elevate issues effectively. Familiarity with gaming communities and experience with customer support platforms are essential for providing high-quality player support.

Highest-signal resume keywords

• Excellent Written And Verbal Communication Skills
• Experience With Customer Support Platforms
• Strong Attention To Detail
• Player-Focused Mindset
• Ability To Investigate Issues

ATS Optimization Keywords

Hard Skills

• Customer Support
• Player Support
• Moderation
• Community Support
• Experience With Live-Service Games
• Experience With Mobile Games
• Experience With Online Games
• Experience Working Against Quality Targets
• Experience With Digital Tools
• Experience With Ticketing Systems

Soft Skills

• Professional Approach To Support
• Ability To Work Flexibly
• Collaborative Teamwork
• Adaptability To New Tools And Policies
• Attention To Detail

Industry Keywords

• Gaming Communities
• Player-Facing Support
• SLA Targets
• CSAT Targets
• Multiplayer Communities
• Video Games
• Player Experience
• Data Privacy
• Information Security
• Flexible Shifts

Tools & Technologies

• Zendesk
• Helpshift
• Salesforce
• Intercom
• Microsoft Office
• Google Workspace
Spreadsheets
• Online Workspaces
• Discord
• Social Media