VIP Support Agent - Spanish Speaking

Scorewarrior is a game developer and publisher from Limassol, Cyprus. The company is focused on the 4X strategy genre and ambitiously aims to grow our hit game Total Battle to become the world's No.1 strategy game. At the heart of our Player Care department, our mission is to excite and engage every player with exceptional customer care, ensuring they feel valued and supported throughout their journey with us.

Our VIP Support team shares its comprehensive product knowledge and uses its amiable tone of voice to translate a traditional support/customer experience into gamers' dialogue. The VIP Support team works closely with the development and quality assurance teams to provide the best experience to our players when attending to their questions, issues, suggestions, and initiatives.

Reporting to the VIP Team Lead, you will be responsible for providing exceptional support to our beloved players, helping with their questions about the game and the issues they encounter, and gathering all feedback about the game and its features to go ahead and submit to responsible teams.

You will leverage your empathetic communication skills, belief in player-driven product development, and sharp support experience to drive significant user experience initiatives while helping the various product teams achieve their goals.

Your Responsibilities:

• Handle our VIP players' gameplay queries, suggestions, and gameplay issues related to accounts, payments, and social interaction in chats and emails via Helpshift
• Submitting technical and gameplay issues to the QA team, tracking issues' status, and updating players' queries accordingly
• Gathering customer feedback and submitting it to responsible product teams
• Ensuring player behavior is in compliance with our Terms of Service and publicly available Rules and Code of Conduct
• Be up-to-date with the events and updates in our game and play it on a regular basis
• Take the extra mile to engage customers
• Build and maintain strong relationships with our players, fostering loyalty and engagement
• Identify and assess customers' needs to achieve satisfaction
• Follow communication procedures, guidelines, and policies

Requirements:

• Fluent Spanish and English (Must be sufficient for daily communication, and it would be a plus if you are a native Spanish speaker)
• 3+ years of experience in Player/Customer Support
• Willingness to work evening shifts (3:00 PM - 12:00 AM) and weekends as part of a rotating schedule
• You've worked with important customers before
• Empathy, friendliness, and initiative in bringing legendary customer service
• Understanding the importance of a caring tone of voice would nurture player loyalty
• Positive attitude towards interpersonal interaction with our players
• Relevant technical skills, including working with MySQL, Server/Client logs
• Understanding of common online gaming issues
• Ability to work independently and collaboratively

It would help you to stand out if:

• You've experience with support tools such as Grafana, YouTrack, Clickhouse
• Professional level Portugese
• You've worked for a game developer or publisher or for an outsourcing company
• Passionate about games

What we offer:

• The best team in the world!
• An excellent remuneration package, including a 13th salary.
• Full relocation coverage for you and your family to Cyprus (Limassol).
• A modern, sunny office space close to the sea.
• Private health insurance for you and your family members.
• A monthly school allowance for your children at pre-school and school-age.
• Lunch compensation.
• A sports and fitness allowance.
• Company-funded personal development opportunities (professional and language courses, books, etc.).
• Bonuses for outstanding results, years of service, marriage, and childbirth.
• Friendly monthly office parties and epic, annual offsite company birthday and Christmas parties.

Are you ready to build a healthy gaming environment for our players? Then join us at Scorewarrior, where your leadership and vision will have a lasting impact on how our game is experienced by players across the world!