VIP Support Agent (German Speaking)

What are you working on?

• The name of the project(s): Total Battle
• At what stage of the project(s)? LiveOps
• Genres: Strategy, MMO
• Platforms: PC, Mobile, Browser, iOS, Android

Team size and structure?

170

For which tasks (responsibilities)?

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

What kind of professional are we looking for?

• 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 are the conditions and bonuses?

• Assistance with documents for the employee, their family and pets;

• Purchasing tickets to Cyprus;

• Work visa for an employee for 3 years with further extension and partner visa for a spouse/husband/partner;

• Medical insurance from the British company BUPA Insurance. The insurance is provided the employee and their family + the company compensates Eur 80 /year for vision checkup and up to Eur 500 /year for dentistry + the company organizes an annual health check up for all employees;

• Permanent compensation for nannies and kindergartens in the amount of up to 400 Euro per 1 child/month, as well as for schools and universities - up to 600 Euro per 1 child/month;

• The first month of living in Cyprus in our corporate apartments and assistance with finding permanent housing (we know what to pay attention to and what to ask landlords), the company pays 1 rent and 1 deposit at the start + assistance from a legal point of view;

• Permanent compensation for meals/dishes and more through Wolt delivery in the amount of almost 350 euros every month+ regular breakfasts in the office;

• After the probationary period (6 months), a one-time bonus of 3,000 Euro is paid for transportation costs. (If you have a driver's license, then help with finding and checking transport, if not, then there is an opportunity to pass the driving test after six months of living in Cyprus - there are proven instructors, we help with everything, the company pays for 20 lessons and 1 exam);

• 13th salary;

• *Bonuses based on performance (the better you perform, the faster leads respond to it and try to connect additional incentives - we work on the OKR system);

• Courses, advanced training at the company's expense + English and Greek courses in the office for employees and English courses for partners, including up to 8 classes on Preply platform with native speakers;

• Monthly corporate parties, as well as summer, winter and in honor of the company's birthday (which takes place on the first weekend of November) off-site corporate parties with various activities + Halloween + conferences from DevGamm 2 times a year with foreign speakers and interesting topics;

• Referral program with the opportunity to receive a bonus (1000 Euro for a successful recommendation);

• Wedding bonus - 1 salary, Baby birth bonus - 2 salaries.