Player Support Agent

Plarium Ukraine is looking for talented Player Support Agents to join our Player Support Department, which interacts with our gaming communities and filters suggestions from players to the development team. 

The successful applicant will be part of a team supporting RAID: Shadow Legends, a dark fantasy collection MMORPG enjoyed by more than 100 million players worldwide. The game has been featured worldwide on Google Play and the App Store. It is available on , , and .

This position involves 8 weeks of paid training: Monday to Friday from 10:00 to 18:30 Kyiv time (GMT+2). 
Upon completion of this training, work will be in shifts from Monday to Friday. Options for working hours are as follows:

1. Shift 1: 08:00 – 16:30

2. Shift 2: 11:30 – 20:00
   

It’s important to us that employees are able to work both shifts as part of a rotating schedule.

• Investigating player-reported game issues and responding to users’ questions

• Creating bug reports and technical reports

• Cooperating with the development, QA, and game design teams

• Updating the game support page (writing articles about the game’s features, creating guides, and answering frequently asked questions)

• Analyzing the user support ticket system, handling incoming ticket submissions, and optimizing processes in order to support our games better

• English language skills at the С1 level or higher

• Fluency in Ukrainian

• Experience in customer communication

• Strong communication skills and understanding of the principles of customer interaction

• Time management skills and the ability to multitask

• Interest in games and understanding of game mechanics

• Understanding of software testing and experience working with bug tracking systems (experience with Jira is a plus)

• Experience playingMMORPG games

• Officially registered full-time employment

• Minimum of 25 calendar days of paid vacation annually, separately paid public holidays, and additional paid leave for specific needs

• Medical support and fully paid leave if you or your child are sick

• Reimbursement of expenses for using coworking spaces

• Individual development plan and regular feedback

• Professional seminars, workshops, courses, and internal training programs

• Opportunity to take an interest-free loan

• Counseling with psychologists and mental health workshops 

• Reimbursement of gym membership fees, and a running club