Customer Support Representative

This is a fully remote position, open to applicants in Egypt, +4 more states.

📋 Description

• Deliver prompt and professional email assistance to players via Zendesk.

• Address billing, account, bug, and various customer inquiries.

• Diagnose customer issues and supply accurate information.

• Ensure timely response rates while enhancing customer satisfaction.

• Recognize potential technical problems and bugs reported by players.

• Document, report, escalate, and track technical issues through Jira or similar platforms.

• Work in conjunction with QA and development teams to resolve issues reported by customers.

• Perform QA smoke tests by understanding game mechanics and features.

• Monitor and engage with player reviews on the Apple App Store and Google Play Store.

• Detect recurring themes in app store reviews and communicate insights internally.

• Maintain and refresh customer support documentation and player-facing FAQs.

• Relay customer concerns and persistent issues via Slack.

• Follow up on escalated technical problems and relay player feedback for product enhancements.

⛳️ Requirements

• Minimum of 2 years of customer support experience, ideally in gaming, technology, software, or online products.

• Proven experience in providing ticket-based support using Zendesk or a comparable CRM system.

• Familiarity with managing FAQs, customer support documentation, or knowledge base content.

• Experience in managing reviews for the Apple App Store and Google Play Store is a significant advantage.

• Preference for candidates with previous experience in gaming product support.

• Excellent written communication skills.

• Proficient with Zendesk or similar customer support platforms.

• Comfortable using Jira or similar task-management tools.

• Ability to utilize Slack or similar collaboration platforms.

• Capacity to learn game mechanics and digital environments for troubleshooting and QA smoke testing.

• Experience or familiarity with online products, software, mobile applications, or similar digital experiences.

• Capability to manage player reviews and feedback across the Apple App Store and Google Play Store.

• Availability to work from Tuesday to Saturday, 10 AM to 7 PM PST, including a 1-hour lunch break.

• Resume must be submitted in English and in PDF format.

• A video submission must accompany the application using the same email address.

• Additional language skills are a plus.

🏝️ Benefits

• Fully remote work from the comfort of your home.

• Tuesday to Saturday schedule with a 1-hour lunch break.

• Opportunity to be part of an innovative gaming company.

• Direct involvement in supporting a player community and enhancing player experience.