Player Support Agent

The successful candidate will be able to work at our office in Lviv or remotely in Ukraine. 

Plarium is an international developer of award-winning mobile and desktop games. More than 1400 of our specialists work remotely or at offices in Israel, Ukraine, Poland, and the USA. 

RAID: Shadow Legends, Mech Arena, and our other 18 hit titles unite more than 450 million players worldwide. With over 14 years’ experience, we strive for boundary-pushing gameplay and graphics. We pair this with our dedication to innovation through analytics, marketing, and community interaction. 

We are looking for a Player Support Agent to join our Customer Support Department, which is responsible for interacting with game communities and passing players’ suggestions about game functionality improvements to developers. 

The team supports eight RTS projects: Stormfall: Age of War, Soldiers Inc, Sparta: War of Empires, Total Domination, Pirates: Tides of Fortune, Stormfall: Rise of Balur, Soldiers Inc.: Mobile Warfare, Nords: Heroes of the North. These games have maintained their appeal for more than a decade, continuing to draw in millions of players.

This position entails the following work schedule: Monday to Friday from 10:00 to 18:30 during the probation period, and Tuesday to Saturday from 10:00 to 18:30 upon its completion.  

• Investigating player-reported game issues and responding to players’ questions

• Processing bug reports and creating technical reports

• Cooperating with the development, testing, and game design teams

• Updating game support pages and macros: writing articles about game features, answering frequently asked questions

• Improving self-service systems for players, as well as optimizing processes and tools

• English language skills (written and spoken) at the upper-intermediate level or higher

• Strong command of written Ukrainian

• Effective communication skills and understanding of customer communication principles

• Desire to work in a team

• Time management skills and the ability to multitask

• RTS or MMORPG gaming experience

• Knowledge of software testing and experience working with bug tracking systems (the team uses Jira)

• Officially registered full-time employment

• Minimum of 25 calendar days of paid vacation annually, separately paid public holidays, and additional paid leave for specific needs

• Medical support and fully paid leave if you or your child are sick

• Reimbursement of expenses for using coworking spaces

• Individual development plan and regular feedback

• Professional seminars, workshops, courses, and internal training programs

• Group English classes and one-on-one language tutoring

• Opportunity to take an interest-free loan

• Counseling with psychologists and mental health workshops

• Reimbursement of gym membership fees, online Pilates classes, and running club