Support Associate

This is a fully remote position, open to applicants in South Africa, +5 more countries.

📋 Description

• Provide swift, friendly, and dependable support to players and server administrators globally.

• Address customer inquiries through ticketing related to technical issues, billing, cancellations, and general questions.

• Serve as the intermediary between users and technology.

• Assist players in quickly returning to their gaming experience.

• Approach every concern with care and precision.

• Collaborate with the worldwide team via our online Discord platform.

⛳️ Requirements

• Exceptional written communication abilities in English, maintaining a clear, friendly, and professional demeanor.

• Strong analytical and technical troubleshooting skills.

• Capability to efficiently manage multiple support tickets related to billing, cancellations, and technical inquiries.

• Comprehensive understanding of game server environments and hosting principles.

• Customer-centric approach; proactive, empathetic, and solution-focused in all interactions.

• Experience with WHMCS, Zendesk, or similar ticket and billing management platforms.

• Background in game server hosting, customer support, or the gaming industry at large.

• Familiarity with FTP, server configuration, or mod/plugin installations.

• 1–2 years of experience in a customer-facing technical support role.

• Equivalent hands-on experience or self-taught expertise in game server management, mod/plugin installation, and customer service is also highly regarded.

• Passion for multiplayer games.

🏝️ Benefits

• Remote Work - Enjoy the flexibility of working fully remotely and collaborate online in our team Discord.

• Flexible Hours - Tailor your schedule around your peak productivity times.

• Career Growth - Clear trajectories for skill enhancement and career advancement.

• Development Budget - Gain access to courses, certifications, and conferences to keep your skills sharp.

• Workspace Support - Receive a stipend to enhance your home office setup.

• Virtual Team Events - Participate in activities ranging from trivia and escape rooms to weekly game nights.

• Shockbyte Merch Pack - Custom-designed hoodies, shirts, caps, mugs, and stickers for our team.

• Travel Opportunities - Connect with teammates worldwide and represent Shockbyte at events.

• Free Game Servers - Launch your own servers and play at our expense.

• Esports & Gaming Events - Complimentary tickets to tournaments and gaming expos.