Player Engagement Agent - French/English - Remote

Ovii's Interpretation of the Role

The Player Engagement Agent provides bilingual (French/English) customer support for gaming communities, handling player inquiries, gathering feedback, and ensuring quality through reporting and knowledge‑base management. This fully remote, full‑time role works with CRM tools and collaborates with internal teams to improve player experiences.

Role Snapshot

• Bilingual (French/English) player support
• Ticket handling via CRM platforms
• Feedback collection for developers
• Remote full‑time work
• Weekend coverage
• Quality‑control and reporting

Must-Have Requirements

• French C1‑C2 proficiency
• English B2+ proficiency
• Customer support communication
• Ticketing system usage (Helpshift/Zendesk or similar)
• Knowledge‑base navigation and macro creation
• MS Office or Google Suite documentation
• Basic troubleshooting
• Analytics/reporting and escalation
• Gameplay knowledge of products
• bilingual communication
• customer support

Nice-to-Have Signals

• Prior customer‑service experience
• Familiarity with community platforms (Discord, Slack)
• Passion for video games
• customer service background
• community platform usage

Work Setup

• Location: Katowice, Poland
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Poland
• Employment type: Full-Time
• Shift: weekends required

Eligibility Gates

• Visa sponsorship: unknown

Application Requirements

• Assessment mentioned
• French language test
• English language test

Not Specified in JD

• Visa sponsorship
• Salary range
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test

What You'll Likely Work On

• Investigate and resolve player inquiries through ticketing, email, or chat
• Gather and deliver player feedback following established procedures
• Maintain accurate reports and promptly escalate issues per process
• Create and customize macros and knowledge‑base articles to streamline support
• Participate in training sessions to enhance product and support skills
• Manage time effectively to meet player needs, including weekend shifts
• Perform quality‑control checks to uphold support standards

Good Fit If You Have

• Previous customer‑service experience (remote or on‑site/retail)
• Familiarity with community platforms such as Discord or Slack
• Passion for video games
• Adaptable and proactive attitude