German-Speaking Gaming Support Specialist (Back Office)

Employers from Greece; United States; Remote; USD 19,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

Fully paid training

Health insurance

Fully paid relocation package

Monthly performance bonus

Job summary

Mercier Consultancy Group seeks a German Speaking Back Office Gaming Support Agent to join our team in Sofia, Bulgaria. You will provide expert support to German-speaking players via email, chat, and ticketing systems, resolving account inquiries, technical issues, and payment questions while maintaining detailed records.

You will stay current on game updates and features, collaborate with the operations team to improve processes, and contribute to FAQs and knowledge base articles.

Qualifications

• Native or fluent German (spoken and written) is essential.
• Valid EU passport is mandatory.
• Experience in customer support, preferably within gaming/esports or related digital industry.
• Passion for video games and understanding of gaming culture and terminology.
• Excellent communication and interpersonal skills, with the ability to empathize with players.
• Strong problem-solving abilities and attention to detail for resolving intricate gaming support 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 within the gaming and esports community.
• Assist players with account inquiries, technical issues, in-game problems, and payment-related queries, ensuring a seamless gaming experience.
• Investigate and resolve player issues in a timely and efficient manner, escalating complex cases to relevant departments.
• Maintain accurate records of customer interactions and transactions, updating internal databases with detailed notes.
• Collaborate with the gaming operations team to identify recurring issues and contribute to the improvement of player support processes.
• Stay up-to-date with game updates, new features, and community trends to provide informed support.
• Contribute to the creation and maintenance of FAQs and knowledge base articles for player self-help.
• Uphold the company's standards of service excellence and contribute positively to team morale in a fast-paced gaming environment.

Skills

German language

Customer support experience

Gaming knowledge

Communication skills

Problem solving

Tools

Ticketing software

Job description

Mercier Consultancy Group seeks a German Speaking Back Office Gaming Support Agent to join our team in Sofia, Bulgaria. You will provide expert support to German-speaking players via email, chat, and ticketing systems, resolving account inquiries, technical issues, and payment questions while maintaining detailed records.

You will stay current on game updates and features, collaborate with the operations team to improve processes, and contribute to FAQs and knowledge base articles.