Player Support Agent

4 Months ago • All levels

Job Summary

Job Description

Plarium Ukraine seeks talented Player Support Agents to join its team supporting RAID: Shadow Legends. Responsibilities include investigating player issues, responding to queries, creating bug reports, collaborating with development teams, updating the game support page, and analyzing the ticket system. The role involves 8 weeks of paid training (10:00-18:30 Kyiv time) followed by shift work (08:00-16:30 or 11:30-20:00, rotating schedule). Successful candidates will possess strong English (C1 level or higher) and Ukrainian fluency, excellent communication skills, time management abilities, and a passion for gaming. Understanding of software testing and MMORPGs is a plus.

Must have:

C1 English & Ukrainian fluency
Excellent communication skills
Time management & multitasking
Game knowledge & issue investigation
Bug report creation
Support page updates

Good to have:

Software testing experience
Jira experience
MMORPG gameplay experience

Perks:

Paid training
25+ days paid vacation
Paid public holidays
Medical support
Sick leave
Coworking space reimbursement
Individual development plan
Professional training
Interest-free loan
Counseling services
Gym membership reimbursement
Running club

7 skills required

7 skills required for this role

Add these skills to join the top 1% applicants for this job

jira

monday

communication

bug-tracking

quality-control

timeline-management

team-management

Job Details

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:

Shift 1: 08:00 – 16:30
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.

Responsibilities

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

What we expect

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

Desired

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

What we offer

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