Support Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Address player inquiries within the SDK with empathy and clarity.

• Appropriately categorize, tag, investigate, and escalate tickets as necessary.

• Assess complaints, verify evidence, and implement account actions (including bans) when suitable.

• Execute necessary actions in internal systems/tools to resolve player cases.

• Update and create FAQ/Knowledge Base articles, and proofread content for new releases.

• Oversee our Discord community for bug reports and player-related issues.

• Validate community bug reports and formulate structured bug tickets for the development team.

• Assist in creating and supporting SDK automations (modifying rules, reporting errors).

• Manage Russian/English reviews through Appfollow: respond, categorize, and escalate significant issues.

• Identify recurring problems, recognize incidents, and provide organized feedback.

• Aid in preparations for new game versions by validating player-reported issues and crafting clear bug reports for the development team.

⛳️ Requirements

• Background in customer support (gaming/mobile preferred).

• Excellent written English and the ability to communicate in a clear and friendly manner.

• Fluent in Russian for internal communication and documentation purposes.

• Familiarity with SDK and a readiness to learn automation workflows.

• Experience with Appfollow or comparable platforms is an advantage.

• Capability to adhere to processes, utilize internal tools, and document actions.

• Organized, detail-oriented, quick to learn, and capable of working independently.

• Willingness to work a fixed 5-day schedule that includes weekends. Available shifts are 01:00–10:00, 15:00–00:00, 16:00–01:00, or 21:00–06:00 Cyprus time (UTC+3 in summer / UTC+2 in winter). The exact shift and working days will be determined in advance. Shifts are fixed and not rotating.

🏝️ Benefits

• Competitive salary and the option for remote work.

• Fixed 5-day working schedule, including weekends. Multiple shift options are available based on your location and time zone. Shifts are fixed and do not rotate.

• An opportunity to shape and influence an ambitious multiplayer survival shooter for mobile platforms.

• A robust, supportive team dedicated to creating exceptional games.

• A flexible work environment.

• Opportunities for professional advancement.

• A culture that appreciates creativity, initiative, and collaboration.