Mods Around the World: Meet Marco Scheler

Here on the ModSquad blog, we continue our mission to meet Mods from all corners of the globe. This month, we’re touching down in Germany, a leading member of the European Union with the fourth-largest gross domestic product in the world. With a population of 82 million (the largest in the EU), Germany boasts high employment numbers, free higher education, and is the second-largest expat destination around the world. Must be all the bratwurst and biergärtens!

Here in Germany, we’re talking with Marco Scheler, a customer support agent on multiple projects for ModSquad. He’s been working with the public for years, getting his start in a tea shop, where he first learned the value of patience when dealing with less-than-happy customers. “I liked the work,” remembers Marco. “The experience helped me a lot with my later job at ModSquad. Working in a shop or supermarket might be the best way to prepare for work as a customer support agent.”

When he’s not helping German customers for some of our video game publishing clients, Marco is an avowed gamer. “I got my first PC when I was seven years old. I’m now 28 and I can say I’ve turned my hobby into my daily work. Many people have told me that I’m living their own dream with the job I’m doing.” Marco spoke with us about his work and his corner of the world.

Where are you living at the moment?

Currently I’m living in Hildburghausen, in Thuringia, Germany, but I’m planning to move to a town called Rödental in the next few weeks. It’s only a few kilometers away from Hildburghausen and is located in Bavaria, near Coburg. I don’t know yet what to expect from this city, but I’m hoping for the best!

What led you to ModSquad?

I was volunteering as a mentor for two games when I first heard about ModSquad. I had always enjoyed communicating with players in the forums, helping them resolve technical issues, and had the opportunity to do that work as a support agent on a professional level. The community manager in charge of those games told me of ModSquad’s plan to build bigger teams in the EU. I applied and a few weeks later became part of the ModSquad family. Now I’ve been working for ModSquad for four and have nearly six years of experience in support and moderation.

What are you doing in your current role? What languages and skills do you use?

I’m working as a customer support agent for different projects, with a focus on German customers. The traits I tap into the most are patience and empathy. Customers don’t want to feel that they’re alone with their problems, so I analyze the situation quickly, identify the issue, and bring about the best possible solution. The job is more than answering tickets; there are many other things to do, such as translations and team leadership.

What projects have your particularly enjoyed working on?

A few months ago, I started working as a support agent for the German team. The people I’ve met there are amazing. They love their jobs and love what they’re doing. I really enjoy working on this project, as the work atmosphere is great. I’m looking forward to continuing on this project for years to come!

What sets ModSquad apart, in your opinion?

I enjoy the flexibility of the job and being able to work remotely on an easy schedule. Working on a number of different projects is also a bonus. Some may think that customer support or moderation work is always the same, but it differs greatly from project to project; I’m always learning something new. And what really sets ModSquad apart are my colleagues. I’ve met so many nice and unique people since joining ModSquad. It’s just awesome.

What skills have you gained from your time at ModSquad?

The most important skill I’ve gained is patience. I’ve also learned about team coordination and how to plan workflows. There’s still a lot I can learn from ModSquad!