Remote Customer Experience Specialist (German/Deutsch)

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

• Fluency in German
• Experience in customer service roles
• Strong communication skills
• Knowledge of gaming and player communities
• Ability to work independently and as part of a team

Benefits

• Work remotely from anywhere in Germany
• Join a dedicated team working on popular games
• Flexible working hours
• Opportunity to contribute to game development