Support Agent – Korean/English

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

📋 Description

• Address user inquiries in both English and Korean through helpdesk platforms.

• Resolve questions related to accounts, technical issues, and app functionalities.

• Analyze technical challenges and develop solutions that allow players to access gaming offers seamlessly.

• Oversee intricate support workflows while prioritizing tasks to achieve response-time objectives.

• Collaborate with support agents located in the Philippines and internal customer support teams based in Germany.

• Ensure a consistently high-quality support experience for millions of players globally.

• Recognize recurring bugs and user frustrations.

• Convey product insights and feedback to the team in order to enhance the product.

⛳️ Requirements

• Prior experience in customer support or a professional background showcasing strong interpersonal skills and situational awareness.

• Native or near-native proficiency in Korean, both written and spoken.

• Advanced proficiency in written and spoken English.

• Capability to manage support tickets in both Korean and English.

• Genuine interest in technical support settings and the mobile gaming sector.

• Proactive and solution-oriented mindset with the ability to handle tasks autonomously.

• Must reside in Metro Manila.

• Full-time availability of 40 hours per week, working Monday to Sunday on a rotating shift schedule.

• Willingness to work rotating night shifts to ensure 24/7 support coverage.

• Overtime may be necessary based on business requirements.

• Availability to work on public holidays as needed.

• TOPIK level 5 or higher for non-native Korean speakers (preferred).

• Familiarity with helpdesk software such as Zendesk (preferred).

• Background in mobile gaming and player support (preferred).

• Experience in community management and/or app store review management (preferred).

• Experience in creating support content, such as macros and Help Center articles (preferred).

🏝️ Benefits

• 100% Remote work.

• Provision of necessary work hardware.

• 15 days of paid time off, increasing by one additional day each year, up to a maximum of 20 days.

• Equal opportunity employer.

• Adjustments or accommodations in the recruitment process available upon request.