Senior Player Support Agent - English (Remote)

TransPerfect; Deutschland; Remote; EUR 28.000 - 42.000; Vollzeit

Benefits dieser Stelle

Training on games and tools

Collaborative global team environment

Career growth opportunities

Zusammenfassung

TransPerfect in Germany is seeking a dedicated Player Support Agent to assist players via tickets, chat, email and social channels. You'll triage issues, follow documented steps, and maintain confidentiality while delivering clear, friendly responses.

You'll become familiar with the games you support, escalate when needed, and help meet SLAs and quality targets. Training and exposure to international teams are offered in a fast-paced environment.

Qualifikationen

• Excellent written and verbal communication in English.
• Genuine interest in games across platforms and communities.
• Strong attention to detail and ability to follow documented processes.
• Player-focused mindset and professional support approach.
• Ability to investigate issues and escalate when needed.
• Familiarity with digital tools, ticketing systems, and online workspaces.
• Able to work flexibly and collaboratively in a global team.
• Adapt quickly to new games, updates, tools and policies.

Aufgaben

• Respond to player queries via tickets, chat, email, and social channels.
• Triage issues, investigate problems, and follow documented steps.
• Provide clear, friendly, accurate responses per guidelines.
• Become familiar with supported games to understand player issues.
• Escalate complex issues to appropriate teams.
• Document player issues, trends, bugs, and escalations.
• Meet service level, productivity, and quality targets.
• Support reporting with information from platforms and spreadsheets.
• Assist managers and teammates with role-appropriate tasks.

Kenntnisse

Excellent English communication

Customer support mindset

Attention to detail

Team collaboration

Adaptability

Tools

Ticketing systems

Spreadsheets

Online workspaces

Jobbeschreibung

OVERVIEW

Great player support is part of what keeps games alive. As a Player Support Agent, you are often the fi rst 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 YOU'LL 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 confi dentiality, data privacy, and information security at all times.

THE IDEAL PROFILE

• Excellent written and verbal communication skills in English.
• 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 elevate when needed.
• Comfortable working with digital tools, online workspaces, spreadsheets, and ticketing systems.
• Ability to work fl exibly and collaboratively within a global team.
• Quick to adapt to new games, updates, tools, policies, and workfl ows.

WHAT WE OFFER

• A role in the video games industry, supporting real players and live game communities.
• Training on the games, tools, and workfl ows 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.