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

• Respond promptly and clearly to user inquiries in Zendesk, adhering to established guidelines.

• Address reviews on the App Store and Google Play via Zendesk.

• Collaborate closely with developers and QA to expedite issue resolution and monitor bug fixes.

• Develop, revise, and maintain internal documentation, response templates, and FAQs.

• Review tickets managed by the outsourcing team to ensure accurate resolution.

• Facilitate communication between the outsourcing team and internal departments.

• Share expertise with the outsourcing team and onboard new colleagues.

• Occasionally handle user interactions on Facebook and Instagram.

• Proficient in English at a C1 level.

• Proficient in Russian at a C1 level.

• Over 2 years of experience in customer support within the gaming sector.

• Familiarity with Zendesk and Jira.

• Experience in collaborating with Development and QA teams.

• Strong sense of responsibility, meticulous attention to detail, and effective multitasking abilities.

• Proficiency in additional languages (C1 or higher) is advantageous.

• Skills in drafting technical documentation or training materials are a plus.

• Experience with Facebook Business Suite / Instagram Direct is a plus.

• Competitive salary along with a comprehensive benefits package.

• Flexible options for remote or office-based work.

• Opportunities for professional development and advancement in leadership roles.

Support Specialist

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