Player Support Agent

2 weeks ago

India TransPerfect Full time

TransPerfect Gaming Division is an award-winning multilingual video games services company dedicated to world-class translation, localization, player support, games testing, cybersecurity, tool development, art design, and community management services. Our successful community management and player support departments support countless exciting games and titles worldwide, helping developers to manage their communities in multiple languages, while our localization department helps bring games of all genres to the world in over 50 languages.

Are you looking to work on building and raising online communities? Does your true passion lie in video games and online gaming? What if you could combine your hobby with your professional expertise?

Our player support department supports over 1,000 games developers across the globe. We’re currently looking for a dynamic addition to our vibrant team of over 1,000 in-house player support agents who can provide top class support in a fast-paced and active environment.

Responsibilities:

  • Plan on social postings and interact with players on the official social channels for the title
  • Create or assist in creating visual assets and copywriting for the social postings
  • Respond to the live game issues that occur in the game and write up appropriate notices on the forum and social channels when necessary
  • Work closely with other GMs, Customer Support and Community Managers to solicit feedback and suggestions for the game improvement from the community
  • Monitor and regularly report on the live-service issues and the players feedback
  • Monitor regularly live-streaming channels and social channels and work closely with partner influencers
  • Monitor Discord channels and facilitate the community moderators
  • Internal point of escalation for agents
  • Main point of client contact

Required Skills and Qualifications

  • Fluency in German & English
  • Experience in video game industry, especially in community management, customer support, QA, or related field
  • Experience in the social media management (Facebook, Twitter, Instagram, TikTok, etc.)
  • Prior experience/interactions with the gaming communities – forum or user groups on social channels
  • Experience in social content creation and posting, publishing calendars, asset creation, copywriting, reporting & analytics
  • Strong customer service ethic and great inter-personal communication skills
  • Writing skills for the announcements or forum notices
  • Ability to act fast on problems or communications and deliver the best results amid a fast-paced, high-volume environment
  • Creativity, curiosity, and a willingness to learn and grow
  • Professional and mature demeanour along with strong time-management and organization skills for coordinating multiple initiatives and priorities

Desired Skills and Qualifications:

  • Bachelor's degree in communications, marketing, or any equivalent work experience
  • Languages proficiency: German (written C1+, some translation work is included) | English (B2)
  • Content creator, cosplayer or live-streaming experience within the videogame community
  • Graphic design or video production/editing skills
  • Management/team leading experience

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