Pearl Abyss is looking for a Remote Customer Experience Specialist (German/Deutsch) to help accelerate gaming reach to millions of customers across all screens in Europe, specifically Germany. You'll be responsible for identifying and handling customer issues, collecting player feedback, and ensuring a high quality of service for live games.
What You'll Do
- Ensure excellent customer service through timely and accurate handling of support inquiries through the Support Center.
- Review customer support ticket answers, further investigate reported issues, and take actions when necessary.
- Handle day-to-day tasks for the game's live service through internal operation tools.
- Monitor and regularly report on live-service issues and players' feedback.
- Coordinate with other Customer Experience Specialists, Game Masters, and Community Managers to solicit feedback and suggestions for game improvement.
- Stay up-to-date on the latest game updates to support the player base properly.
- Perform investigation and documentation on game exploits, bugs, and other serious technical issues.
What We're Looking For
- Native/bilingual level of German.
- A high level of English proficiency is essential.
- Prior experience/interactions with gaming communities.
- Extensive knowledge and gameplay experience of MMORPG.
- Technical knowledge of online game live service.
- Strong customer service ethic and great interpersonal communication skills.
- Creativity, curiosity, and a willingness to learn and grow.
- Professional and mature demeanor, along with strong time-management and organization skills for coordinating multiple initiatives and priorities.
- Willingness to work on a freelance agreement basis.
Nice to Have
- Avid Black Desert Online player.
- Extensive knowledge and gameplay experience in MMORPG games.
- Experience working in a high-volume customer contact environment.
Team & Environment
Work closely with game masters and community managers. Join a dedicated team working across multiple communities, platforms, and games.
Work Mode
This is a global remote role.
