Customer Support Agent with English and German

Amber Studio Group; Manila; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Private medical services

Additional Days Off

Professional work environment

Job summary

Amber Studio Group is hiring a Player Support agent to assist Live game players with account settings, gameplay, purchases, and troubleshooting. You will gather feedback to help improve the player experience and strive to reflect Amber's culture in daily interactions.

We value empathy, proactive problem solving, and teamwork as you respond to inquiries, diagnose issues, and provide timely, high-quality support in a fast-paced environment. Knowledge of video games is preferred.

Qualifications

• Native-level German language skills and high-level English.
• At least 1 year of customer service or player support experience.
• Experience with contact center processes and knowledge bases.
• Able to diagnose and solve problems using multiple tools.
• Comfortable in a fast-paced environment with change.
• Knowledge of video games is a plus.

Responsibilities

• Provide support and answer inquiries for Live Players.
• Gather relevant data from players, identify root causes, and offer solutions.
• Stay updated on game features, design changes, and procedures.
• Monitor project productivity and quality targets.
• Review backlog and report negative trends promptly.
• Maintain healthy KPI results daily/weekly/monthly.

Skills

German (Native level)

English (High level)

Customer service experience

Multilingual support

Excellent communication skills

Problem solving

Tools

Contact center software

Knowledge bases

Job description

About us

At Amber, we're always on the hunt for the most talented individuals in the industry to join our team. We're dedicated to delivering top-notch service to our customers and know that our employees are key to making that happen. We offer attractive compensation packages and plenty of chances to grow with us, and we're always on the lookout for ways to do things better. Our team works together towards common goals and we value each member's contributions to our mission of continuous improvement and innovation.

About the role

As a Player Support agent, you will be supporting the players of a Live game, assisting them with queries regarding account settings, gameplay, purchasing, basic troubleshooting, and other miscellaneous game-related question they may have.

Of course, we are not limiting ourselves just to this, as we want to be as close as we can to the community and listen and gather their valuable feedback when they reach out to us.

First and foremost, one of our core values is Culture, and this is reflected in our daily activities.

We value each one of our players and we like to consider ourselves as their trusty friends and be there for them whenever they need us. We are devoted to giving our partners incomparable services by demonstrating exceptional quality, understanding cultural differences, and showing empathy, proactiveness, and resourcefulness.

The Quest

• Provide support and answer inquiries for Live Players.


• Gather relevant data from the players, understand the root cause, and offer personalized solutions.


• Constantly keeping yourself updated in terms of game/features/design/procedural changes.


• Be in tune with the project’s productivity and quality targets.


• Carefully check the backlog and report negative trends as soon as possible.


• Maintain healthy KPI results on a daily/weekly/monthly basis.

The Skills

• Native level of fluency in written and spoken German.


• High level of fluency in written and spoken English.


• Excellent written and verbal communication skills.


• At least 1 year of working experience in customer service, player support, or contact center.


• Hands-on experience with contact center processes, tools, and multilingual support.


• Innovative and passionate about delivering the best user experiences possible.


• Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases.


• Must be experienced and comfortable with working in a fast-paced environment and dealing with constant change.


• Video games knowledge.


• Technical support experience in a customer-focused role is preferred, but not essential.

Nice to have

• iOS/Android/Switch/PlayStation/PC experience.


• Ability to work in a multicultural environment.


• Game support knowledge.

The Reward

• A fun and dynamic industry where you can make a difference.


• Additional Days Off - according to Amber’s internal policy.


• Professional and friendly work environment.


• An attractive salary package with private medical services.


• Awesome and talented colleagues.


• Support from all your teammates.


• Access to training and learning programs.