You will be providing Game Mastering support (Non-Voice), ensuring customer issues are addressed efficiently and effectively.

• Proficiency in reading, writing, and speaking English and French OR English and German is essential. *Language Assessment will be conducted to ensure agents demonstrate acceptable knowledge of vocabulary, word usage, and grammar.

• High level of reading comprehension and understanding of game-specific terminology, slang, and context

• Capable of high chat output with accuracy

• Perform light functional testing on the web and mobile (no devices provided), sanctions, light translations, text corrections, and knowledge base moderation

• User Generation Content Selection and Moderation

• May handle Community Management tasks and should have experience in both skillsets

• Handle and escalate bug reports

• Address queries related to product activation errors, invalid keys, and similar issues

• Troubleshoot connectivity problems on consoles and PCs, including connection failures and lag, and help with access issues to websites and services

• Verify system requirements, troubleshoot game crashes, freezes, error messages, graphics, and sound issues, and handle installation problems for games and patches on both console and PC

• Provide information on games, content, gameplay, and achievements, and handle feedback and suggestions

• Player Reports, Bans, and Sanctions: Manage reports on players violating the code of conduct and handle inquiries about sanctions or bans

• Agents servicing this program may have to view content that may be upsetting or offensive which can include but is not limited to graphic violence, sexual content, hate language, etc.

**Technical Requirements**

• Hardwired ethernet connection
• Minimum 12 GB RAM on a desktop computer
• Working knowledge of CRMs.

You must be self-motivated (no supervisor will be peering over your shoulder), possess outstanding problem-solving skills, demonstrate patience and empathy, and be able to work under pressure, handling potentially stressful situations. Excellent written, listening, and verbal communication skills are a must. It’s also important to deliver knowledgeable, friendly, and customer service while efficiently navigating multiple systems.

• English and French OR English and German
• Have native, native-like, or near-native language skills with excellent written skills (fluency and typing skills) in the supported language
• Skilled and efficient in writing and working with gaming communities.
• Feel passionate about the gaming industry & knowledge of community interactions/game-mastering activities.
• Show strong logical thinking
• Feel passionate about engaging with players while understanding their issues and finding solutions.
• Have a consumer-oriented mindset and willingness to provide the best service.
• Have at least basic technical knowledge.
• Displays patience, empathy, an ability to manage stress, the ability to work under pressure

You will be providing mobile game master support, ensuring customer issues are addressed efficiently and effectively, such as:

• Bug Reports
• Account Management
• Connection Issues
• Technical Issues
• Subscriptions
• Store & In-Game Purchases
• Gameplay
• Player Reports, Bans, and Sanctions
• Potentially handling sensitive material