Vip Support Agent - Spanish Speaking (Relocate To Cyprus)

VIP Support Agent - Spanish Speaking (Relocate to Cyprus)Join to apply for the VIP Support Agent - Spanish Speaking (Relocate to Cyprus) role at Scorewarrior.
Scorewarrior is a game developer and publisher from Limassol, Cyprus.
The company focuses on the 4X strategy genre and aims to grow our hit game Total Battle to become the world's No.1 strategy game.
Our Player Care department's mission is to excite and engage every player with exceptional customer care, ensuring they feel valued and supported throughout their journey.
The VIP Support team shares comprehensive product knowledge and uses an amiable tone to translate traditional support into gamers' dialogue.
They work closely with development and QA teams to provide the best experience for players, addressing questions, issues, suggestions, and initiatives.
Reporting to the VIP Team Lead, your responsibilities include providing exceptional support, assisting with questions about the game, and gathering feedback to improve the game and features.
Your Responsibilities: Handle VIP players' gameplay queries, suggestions, and issues related to accounts, payments, and social interactions via Helpshift.Submit technical and gameplay issues to QA, track their status, and update players accordingly.Gather customer feedback and submit it to product teams.Ensure player behavior complies with our Terms of Service and Rules and Code of Conduct.Stay updated with game events and updates, and play regularly.Engage customers proactively.Build and maintain strong relationships with high-value players, fostering loyalty and engagement.Identify and assess customer needs to achieve satisfaction.Follow communication procedures, guidelines, and policies.Requirements: Fluent in Spanish and English (sufficient for daily communication; native Spanish is a plus).3+ years of experience in Player/Customer Support.Willing to work evening shifts (3:00 PM - 12:00 AM) and weekends on a rotating schedule.Experience working with important customers.Empathy, friendliness, and initiative to deliver legendary customer service.Understanding the importance of a caring tone to nurture loyalty.Technical skills including MySQL, Server/Client logs.Understanding common online gaming issues.Ability to work independently and collaboratively.Preferred Skills: Experience with support tools such as Grafana, YouTrack, Clickhouse.Professional proficiency in Portuguese.Experience working for a game developer, publisher, or outsourcing company.Passion for games.What We Offer: The best team in the world!An excellent remuneration package, including a 13th salary.Full relocation coverage to Cyprus (Limassol) for you and your family.Modern office near the sea.Private health insurance for you and your family.Monthly school allowance for children.Lunch compensation.Sports and fitness allowance.Personal development opportunities (courses, books, etc.
).Bonuses for outstanding results, service years, marriage, and childbirth.Monthly office parties and annual company events.Ready to build a healthy gaming environment?
Join Scorewarrior and make a lasting impact on players worldwide!
Seniority levelAssociateEmployment typeFull-timeJob functionCustomer ServiceIndustriesComputer Games and Gambling Facilities and Casinos
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