Vagas: assist customer service - Remoto

Pearl Abyss America, Inc. - the team behind Black Desert and the upcoming titles DokeV and Crimson Desert - is seeking a high-performing, creative, results-oriented and quality-obsessed Customer Support Specialist to help accelerate our gaming reach to millions of Black Desert players in North America.

The video games industry is transforming how players are entertained, communicate with each other, and interact online and on their digital devices. Our company needs a Customer Support Specialist who loves videogames and has an entrepreneurial spirit with relentless tenacity to get things done.

You will be working remotely in your local region, Brazil or other South American locations, and be a talented subject matter expert in customer service. You will work with passionate employees and support customer service strategies and tactics for our North American operations. You will support our products and services by developing training, documentation, guidelines, processes and/or procedures that support all of our employees to support our players, and, if necessary, their customer service tickets. As a Customer Support Specialist, you will handle critical North/South America issues from escalations to resolution, working with multiple teams across Pearl Abyss America.

You genuinely love videogames, the game players, their communities and their passion for games and facilitate to help them improve the game live-service quality. You will actively interact with the players both in the game and in the community – working closely with other team members in the live operations.

LOCATION: Brazil (Remote)

JOB TYPE: Contract (9 to 11 months) *Please submit your resume in English.

RESPONSIBILITIES

• Ensure all inbound player inquiries are handled in time of our Service Level Agreement (SLA)
• Maintain solid player relationships by handling questions and concerns with speed and friendliness.
• Follow up with customers to ensure technical issues have been resolved.
• Identify and escalate (real-time) incidents within the games or the community.
• Contribute to issue deflection initiatives such as self-help tools to improve player experience.
• Actively engaging with players in game-chat while maintaining a friendly environment (moderation).
• Analyze, confirm and report malfunctions within the games or on the platform.
• Weekly Reporting on user pain, feedback and operational incidents.
• Assist with North American Localization and participating with Community Events such as our Live Operations Events.

MINIMUM QUALIFICATIONS

• Bilingual proficiency in Spanish or Portuguese and English
• High School Degree or above
• 1+ Years’ experience working in a customer service, community management or related field
• Strong customer service ethic and great interpersonal communication skills
• Creativity, curiosity, and a willingness to learn and grow
• Ability to work well in a team
• Good writing skills
• Strong communication skills and the ability to adapt quickly
• Passion for video games and must have a certain understanding of mobile games
• Cheerful personality and be responsible at work
• Experience in customer service in the gaming industry a big plus

PREFERRED QUALIFICATIONS

• Avid Black Desert Online player
• Experience in assisting the shipping or managing support for at least one game / software product
• Experience working in the gaming, entertainment or tech industry a plus
• Strong familiarity with the game you will be supporting
• Ability to self-motivate and keep the project moving, especially when working solo
• Organized, dependable, knowledgeable and detail oriented
• May require evening and weekend hours.
• Experience with analytics tools -- such as Google Analytics, Tableau, SQL

Job Type: Contract
Contract length: 11 months

Pay: R$2,900.00 - R$3,200.00 per month

Application Question(s):

• What is your favorite video game?
• Have you ever played Black Desert Online? If so, did you play on a console, Mobile and/or PC?

Experience:

• Customer Service (Required)

Language:

• English (Required)
• Spanish? (Required)

Work Location: Remote

Expected Start Date: 01/04/2025