German-speaking Remote Customer Experience Specialist

Overview

Pearl Abyss the company behind the highly acclaimed MMORPG Black Desert Online (BDO) — is seeking a high-performing, innovative, results-oriented and customer-obsessed, German-speaking Remote Customer Experience Specialist to help accelerate our gaming reach to millions of customers across all screens (PC, Mobile, Console, etc.) in Europe, and specifically Germany.

In Short

• Ensure excellent customer service through timely and accurate handling of support inquiries through our 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 the internal operation tools.
• Monitor and regularly report on the live-service issues and the players' feedback
• Coordinate with other Customer Experience Specialists, Game Masters, and Community Managers to solicit feedback and suggestions for game improvement from the community
• Stay up-to-date on the latest game updates to be able to support the player base properly.
• Perform investigation and documentation on the game exploits, bugs, and other serious technical issues in the game.

Requirements

• Native/bilingual level of German
• A high level of English proficiency is essential.
• Prior experience/interactions with the 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

Benefits

• Avid Black Desert Online player
• Extensive knowledge and gameplay experience in MMORPG games
• Experience working in a high-volume customer contact environment.