David Kennedy Recruitment is working with a leading Video Game publisher who is seeking to onboard bilingual German & English speaking Game Support Agents for their Newcastle upon Tyne office.

Position: Game Support Agent

Location: Newcastle upon Tyne, UK

Employment type: Full-time

Remuneration: Base salary + performance pay + access to back catalogue games etc.

DUTIES AND RESPONSIBILITIES:

• Provide unparalleled customer service to the clients/players by troubleshooting and resolving all technical issues

• Demonstrate deep knowledge of the Company’s products and process throughout internal & external stakeholders communication

• Take ownership of an issue addressed and provide an exceptional player experience as measured through Customer Satisfaction Score (CSAT) and internal Service Level Agreements (SLAs)

• Support new projects and the wider business as and when required.

REQUIREMENTS:

• Native/fluent in German and English, both oral and written

• Particular restrictions apply due to pre settlement sponsorship criteria (enquire within)

• Computer literate with with the ability to adopt new knowledge quickly

• Keen user of social platforms such as Facebook, Twitter, Reddit and Discord

• Strong interpersonal skills and desire to provide an excellent customer experience

• Excellent written communication skills

• Ability to prioritize tasks and manage time effectively

• In-depth knowledge of in-country gaming community and culture

• Analytical and detail-oriented personality

• Ability to absorb and troubleshoot technical issues

• Know how to communicate technical issues to a non-technical audience

• Ability to work independently, with minimal supervision, and as a part of the team

• Interest in gaming will be considered as an advantage

• Previous experience in customer support roles will be considered as an advantage.

BENEFITS:

• Excellent remuneration package based on experience, skills and performance

• Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere

• Hybrid working arrangements

• Multi-ownership shares scheme

• Private Medical and Life insurance, as well as Pension fund contributions

• Wellness benefits (gym, sports classes, etc.)

• Guidance and tools to reach your full potential.