German-Speaking Gaming Back Office Support – Sofia

Mercier Consultancy Md; Lisboa; On-site; EUR 20,000 - 31,000; Full time

Benefits offered by this job

Fully Paid Training

Health Insurance

Relocation Package (flight + hotel)

Monthly Performance Bonus

Vibrant international work environment

Job summary

Mercier Consultancy Group is recruiting a German Speaking Back Office Gaming Support Agent to join a dynamic team in Sofia, Bulgaria. You will handle German-language customer support via email, chat, and ticketing systems, resolving gaming-related inquiries and issues.

A relocation package and training are provided to ensure success. Ideal candidates have a passion for gaming, excellent communication skills, and knowledge of gaming terminology.

Qualifications

• Native or fluent German (spoken and written) is essential.
• EU passport valid is mandatory.
• Experience in customer support, preferably in gaming/esports or digital industry.
• Passion for video games and strong gaming culture knowledge.
• Excellent communication and interpersonal skills with players.
• Strong problem-solving abilities and attention to detail for complex issues.
• Proficiency in using computer systems and ticketing software; familiarity with gaming platforms is a plus.

Responsibilities

• Provide exceptional customer support via email, chat, and internal ticketing systems to German-speaking players in gaming/esports.
• Assist players with account inquiries, technical issues, in-game problems, and payment queries for a seamless experience.
• Investigate and resolve player issues in a timely manner; escalate complex cases when needed.
• Maintain accurate records of interactions and transactions with detailed notes in internal databases.
• Collaborate with the gaming operations team to identify recurring issues and improve support processes.
• Stay updated with game updates and new features to provide informed support.
• Contribute to creating and maintaining FAQs and knowledge base articles for self-help.
• Uphold service standards and support team morale in a fast-paced environment.

Skills

German language

Customer support

Gaming knowledge

Problem solving

Ticketing systems

Tools

Ticketing systems

CRM software

Job description

Mercier Consultancy Group is recruiting a German Speaking Back Office Gaming Support Agent to join a dynamic team in Sofia, Bulgaria. You will handle German-language customer support via email, chat, and ticketing systems, resolving gaming-related inquiries and issues.

A relocation package and training are provided to ensure success. Ideal candidates have a passion for gaming, excellent communication skills, and knowledge of gaming terminology.