VIP Support Agent - Polish Speaking

1 Month ago • All levels

Job Summary

Job Description

As a VIP Support Agent, you will provide exceptional support to VIP players, addressing their inquiries about gameplay, resolving issues related to accounts and payments, and gathering feedback for product improvement. You will submit technical and gameplay issues to the QA team, track their progress, and update players accordingly. Furthermore, you will ensure player behavior aligns with the Terms of Service and maintain strong relationships with players to foster loyalty and engagement. The role requires leveraging empathetic communication skills and a commitment to player-driven product development to enhance the user experience. This position involves staying current with game updates and actively playing the game to provide informed support.

Must have:

Handle VIP players' gameplay queries and issues.
Submit technical and gameplay issues to the QA team.
Gather and submit customer feedback to product teams.
Ensure player behavior complies with the Terms of Service.
Stay updated with game events and updates.

3 skills required

3 skills required for this role

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

communication

quality-control

user-experience-ux

Job Details

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