German Speaking Back Office Gaming Support Agent

Mercier Consultancy Group is a premier international staffing and BPO firm, dedicated to connecting top talent with leading companies across Europe.

The Role

Are you a passionate gamer with a flair for languages? Mercier Consultancy Group is seeking a highly motivated German Speaking Back Office Gaming Support Agent to join a dynamic team in the thriving Gaming & Esports industry. This is a fantastic opportunity to combine your love for gaming with a rewarding career in Sofia, Bulgaria.

Key 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.

Requirements

• Native or fluent German (spoken and written) is essential.
• Valid EU passport is mandatory.
• Previous experience in customer support, preferably within the gaming, esports, or a related digital industry.
• A passion for video games and a strong 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, crucial for resolving intricate gaming support issues.
• Proficiency in using computer systems and ticketing software; familiarity with gaming platforms is a plus.

Benefits

What We Offer

• Competitive Monthly Salary
• Fully Paid Training to ensure your success in this German Speaking Back Office Gaming Support Agent position.
• Health Insurance
• Fully Paid Relocation Package (flight, transfer, hotel) to make your move seamless.
• Monthly Performance Bonus to reward your excellent contributions.
• Opportunity to work within the exciting and ever-evolving Gaming & Esports industry.
• A vibrant and international work environment in Sofia.
• Career growth and development opportunities within a leading company.
• And Much More...