VIP Support Agent (German Speaking)

Scorewarrior is a game developer and publisher from Limassol, Cyprus. The company is focused on the 4X strategy genre and ambitiously aims to grow our hit game Total Battle to become the world's No.1 strategy game. At the heart of our Player Care department, our mission is to excite and engage every player with exceptional customer care, ensuring they feel valued and supported throughout their journey with us.

Our VIP Support team shares its comprehensive product knowledge and uses its amiable tone of voice to translate a traditional support/customer experience into gamers' dialogue. The VIP Support team works closely with the development and quality assurance teams to provide the best experience to our players when attending to their questions, issues, suggestions, and initiatives.

Reporting to the VIP Team Lead, you will be responsible for providing exceptional support to our beloved players, helping with their questions about the game and the issues they encounter, and gathering all feedback about the game and its features to go ahead and submit to responsible teams.

You will leverage your empathetic communication skills, belief in player-driven product development, and sharp support experience to drive significant user experience initiatives while helping the various product teams achieve their goals.

Your Responsibilities:

• Handle our VIP players' gameplay queries, suggestions, and gameplay issues related to accounts, payments, and social interaction in chats and emails via Helpshift
• Submitting technical and gameplay issues to the QA team, tracking issues' status, and updating players' queries accordingly
• Gathering customer feedback and submitting it to responsible product teams
• Ensuring player behavior is in compliance with our Terms of Service and publicly available Rules and Code of Conduct
• Be up-to-date with the events and updates in our game and play it on a regular basis
• Take the extra mile to engage customers
• Build and maintain strong relationships with high-value players, fostering loyalty and engagement
• Identify and assess customers' needs to achieve satisfaction
• Follow communication procedures, guidelines, and policies

Requirements:

• Fluent German and English (Must be sufficient for daily communication, and it would be a plus if you are a native German speaker)
• 3+ years of experience in Player/Customer Support
• You've worked with important customers before (for example: Key Accounts, VIP, Retention High paying or High-Rollers)
• Empathy, friendliness, and initiative in bringing legendary customer service
• Understanding the importance of a caring tone of voice would nurture player loyalty
• Positive attitude towards interpersonal interaction with our players
• Relevant technical skills, including working with MySQL, Server/Client logs
• Understanding of common online gaming issues
• Ability to work independently and collaboratively

It would help you to stand out if:

• You've experience with support tools such as Grafana, YouTrack, Clickhouse
• You've worked for a game developer or publisher or for an outsourcing company
• Passionate about games

What we offer:

• The best team in the world!
• An excellent remuneration package, including a 13th salary.
• Full-coverage relocation for you and your family to Cyprus (Limassol).
• A modern and sunny office space close to the sea.
• Private health insurance for you and your family members.
• A monthly school allowance for your children at pre-school and school-age.
• Lunch compensation.
• Personal development opportunities paid for by the company: professional and language courses, books, etc.
• Bonuses for outstanding results, years worked, getting married, and the birth of a child.
• Friendly monthly office parties and epic, annual offsite company birthday and Christmas parties.