Player Engagement Agent - Italian/English - Remote

Mastery in C1-C2 level Italian proficiency. English at B2 level or higher. Excellent communication skills. Flexibility to adapt to various situations and player needs. Accountability and reliability. Proactivity in identifying and addressing player concerns. Proficiency in navigating knowledge bases. Basic troubleshooting skills. Availability for full-time work, including weekends. Previous Customer Service experience (remote or on-site/retail) is a plus. Knowledge of community platforms (e.g. Discord, Slack) is an asset. Passion for video games is a plus.

Deliver excellent customer support to players. Investigate and resolve player inquiries promptly through ticketing, email, or chat. Assist internal teams with project-related requests. Gather and deliver player feedback. Provide translations when required. Maintain accurate and detailed reports. Ensure prompt escalation of issues. Contribute to smoother support processes with personalized macros and knowledge base. Play a part in maintaining high-quality standards through the QC process. Take part in valuable training sessions. Manage time effectively and responsibly. Master gameplay knowledge of our products. Familiarity with Helpshift/Zendesk or other CRM tools. Knowledge of macros customization. Experience with MS Office or Google Suite apps.