German-Speaking Gaming Support Agent (Back Office)

Mercier Consultancy Group; United States; Remote; USD 19,000 - 29,000; Full time

Benefits offered by this job

Health Insurance

Fully Paid Relocation Package

Monthly Performance Bonus

Fully Paid Training

Job summary

Mercier Consultancy Group is seeking a German-speaking Back Office Gaming Support Agent to join its team in Sofia, Bulgaria. The role combines gaming passion with multilingual customer support, addressing inquiries via email, chat and ticketing systems.

You will handle account and payment questions, resolve issues, and contribute to knowledge bases. A valid EU passport and fluency in German are required, with relocation supported by the company.

Qualifications

• Native or fluent German (spoken and written) is essential.
• Experience in customer support, preferably in gaming/esports or digital industries.
• A passion for video games and strong understanding of gaming culture.
• Excellent communication and interpersonal skills with empathy for players.
• Proficiency with computer systems and ticketing tools.

Responsibilities

• Provide customer support via email, chat, and ticketing systems to German-speaking players.
• Assist with account inquiries, technical issues, in-game problems, and payments.
• Investigate and resolve player issues and escalate complex cases when needed.
• Maintain records and update internal databases with notes.
• Contribute to FAQs and knowledge base for self-help by players.
• Collaborate with operations to identify recurring issues and improvements.

Skills

German language

Customer support

Gaming knowledge

Communication skills

Problem-solving

Tools

Ticketing software

Job description

Mercier Consultancy Group is seeking a German-speaking Back Office Gaming Support Agent to join its team in Sofia, Bulgaria. The role combines gaming passion with multilingual customer support, addressing inquiries via email, chat and ticketing systems.

You will handle account and payment questions, resolve issues, and contribute to knowledge bases. A valid EU passport and fluency in German are required, with relocation supported by the company.