Player Support Agent

Player Support is a global company with an office located in Belgrade in Serbia, which is currently on the look out for it’s next - Player Support Agent. Player Support Agents, unlike your usual customer support agents, are individuals who help video game companies build trusting relationships with their players and customers, while also solving player requests and constantly being on the lookout for ways to improve that experience. This is an entry level position, but an essential part of creating great player experiences and driving improvements throughout the entire company.

Responsibilities

• Communicating and processing customer service requests via email, live chat, or occasionally, an -outbound call 
• Contribution to the knowledge cycle: creating and reviewing knowledge articles, contributions to the main knowledge base, flagging of incorrect content, implementation of KCS methodologies into regular workflows, knowledge sharing with teammates and creating training materials
• Working in team projects to solve problems, both within the live operations organization and the game teams themselves 
• Data analysis, and good inferential statistics
• Increasing your product knowledge (playing the game[s])
• Review teammates work and provide feedback
• Complete surveys and assist with research
• Test new games and features (and keep them secret) 
• Help onboard new employees
• Communicate with clients directly to share information and give them feedback
• Come to the office for group project work or high security tasks (mostly voluntary, especially if you live far away from a local office location) 
• Present on a topic to teammates or clients, depending on the situation (voluntary)
• Reference: 88ie0Z_R5BWgTxTmJNjBMX5xwbzmLyU72jFxuDA8kIE9cl5KGW2_6LmfIznHisfP

Requirements:

• English (C1 Level Minimum)
• Excellent communication
• Conflict resolution, giving and receiving feedback
• Strong typing skills
• Critical thinking
• Root cause analysis
• Experience with basic software (i.e. Google Suite, Microsoft Office, Internet research)
• Ability to work from home (good internet connection, secure and quiet workspace, dedicated work shift times)

Nice to haves: 

• Basic statistics knowledge
• Basic data handling skills
• Previous strong experience using work productivity software
• A love for games, especially video games
• Project management
• Product management 
• Basic UX/UI experience
• Basic understanding of software development