Italian Speaking Player Support Agent Gaming Account - Work In Sofia, Bulgaria

Mercier Consultancy Group

3d•Onsite

About The Position

Mercier Consultancy Group is seeking a motivated Italian Speaking Player Support Specialist for a Gaming Account position in Bulgaria. This role offers the opportunity to join a dynamic firm in the Gaming & Esports industry with a fully supported transition to a new home. The specialist will provide high-quality support to gaming community members via live chat, email, and tickets, troubleshoot technical issues, act as a brand ambassador, maintain knowledge of game mechanics and trends, gather player feedback, ensure SLAs are met, and collaborate with internal teams to escalate complex technical bugs.

Requirements

Native or fluent Italian (spoken and written).
Valid EU passport (mandatory).
Passionate interest in the Gaming & Esports industry and digital gaming platforms.
Strong problem-solving skills with a technical mindset.
Excellent communication skills, both written and verbal, in English and Italian.
Ability to thrive in a fast-paced environment.

Responsibilities

Provide high-quality support to gaming community members via live chat, email, and tickets.
Troubleshoot technical issues related to account access, payment methods, and in-game performance.
Act as a brand ambassador for our high-profile clients within the global Gaming & Esports ecosystem.
Maintain deep knowledge of game mechanics, updates, and community trends to assist players effectively.
Gather player feedback to help improve the overall gaming experience for the Italian-speaking market.
Ensure all service level agreements (SLAs) are met while maintaining a premium standard of customer care.
Collaborate with internal teams to escalate complex technical bugs to the development department.