VIP Support Agent - Polish 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 our players, fostering loyalty and engagement

• Identify and assess customers’ needs to achieve satisfaction

• Follow communication procedures, guidelines, and policies