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Game and Rules Customer Support Specialist (Unannounced Project)

Job Overview

We are seeking a dedicated and enthusiastic Customer Support Specialist to join our team. The ideal candidate will be responsible for providing top-tier support to our players, addressing their inquiries, troubleshooting issues, and ensuring overall player satisfaction.

As a Customer Support Specialist, you will play a critical role in maintaining the quality and reliability of our customer support services. You will act as a liaison between our players and the development teams, helping to identify and escalate complex issues that require further investigation. Your ability to communicate effectively and empathetically will be crucial in managing player expectations and fostering a positive gaming community.

Reports to

The Customer Support Lead

What will you do?

• Respond to player inquiries via ticketing system in a timely and professional manner, ensuring high levels of customer satisfaction. Document player interactions and resolutions accurately in the system
• Investigate and resolve technical issues and gameplay concerns using our internal tools and resources, while adhering to established targets and KPIs
• Collaborate with cross-functional teams to escalate and resolve complex issues
• Maintain and update our internal knowledge base, including FAQs and troubleshooting guides to continuously improve support processes and player experience
• Perform regular quality checks and audits on support interactions to ensure adherence to our standards and policies

What are we looking for?

• 1+ years of experience in front line service or customer service industry
• Proactive problem-solving skills and a customer-centric mindset
• Strong communication skills in English, both verbal and written. Other language is a plus
• Strong knowledge of PC gaming and related troubleshooting
• Proficiency in Microsoft Office, or equivalent tools
• Ability to adapt to changing priorities and work well under the pressure

What additional skills will help you stand out?

• A passion for video games.
• Excellent organizational and project management skills.
• Understanding of customer behavior and decision-making processes.

Benefits

Benefits and perks are tailored to the local market and culture. Our benefits in Prague include:

• 5 weeks of Annual Leave per calendar year
• Up to 10 Personal Days per calendar year
• Career development and education opportunities within the company
• Language courses (English, Russian, Czech) fully covered by the company upon Manager’s approval.
• Meal card contribution
• Transportation allowance
• Premium private health care
• Mental well-being program (iFeel)
• Multisport Employee discounts
• Personal Gaming Account
• Coffee, fruits, snacks in the office
• Company events
• Seniority Awards
• Referral program - You can recommend the best talents to the company and receive a reward

Wargaming is an award-winning online game developer and publisher headquartered in Nicosia, Cyprus. Operating since 1998, Wargaming has grown to become one of the leaders in the gaming industry with 3,500 employees and offices around the globe. Over 200 million players enjoy Wargaming's titles across all major gaming platforms. Our flagship products include the free-to-play hits World of Tanks and World of Warships, as well as World of Tanks Blitz — the critically acclaimed mobile tank shooter with cross-platform support.

Wargaming Prague is home to a team of passionate developers, creatives, artists, marketers, tech gurus, and engineers from more than 30 countries. We value having fun at work and always strive to push industry standards. Our office is located in Karlin, right in the center of Prague, offering easy access to cultural events, restaurants, sports facilities, and public transport.

Are you up to the challenge? Apply now!