User Support Engineer

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

📋 Description

• Take charge of the complete support function.

• Address customer inquiries via in-app chat, email, and web forms.

• Craft clear, empathetic, and precise responses in English.

• Investigate issues related to playback, login, account access, and the app.

• Review contact history and adhere to troubleshooting protocols.

• Gather device information, screenshots, and steps to reproduce issues.

• Assist with coin purchases, missing paid content, cancellations, billing inquiries, and refund requests.

• Verify purchase channels and the status of transactions.

• Take actions within permitted policies and access rights.

• Classify and prioritize tickets in line with team standards.

• Keep precise records and internal notes.

• Escalate tickets with complete context and ensure follow-up until resolution.

• Utilize helpdesk tools, approved macros, workflows, and AI-assisted resources.

• Review generated responses against case specifics and support guidelines.

• Identify inaccurate responses or workflow challenges.

• Update FAQs, knowledge base entries, and internal instructions.

• Report recurring issues and propose enhancements to the support lead.

• Achieve response-time, resolution, and quality objectives.

• Implement QA feedback and comply with privacy and account-verification protocols.

• Promptly flag workload or case obstacles.

⛳️ Requirements

• Over 4 years of experience in customer support or a customer-facing role, preferably in a mobile app or digital product environment.

• Proficient in English with outstanding written and verbal communication skills.

• Capability to clearly articulate technical or billing issues.

• Practical experience managing tickets in Zendesk, Intercom, or a comparable support platform, including statuses, tags, macros, internal notes, and escalations.

• Background in supporting payments and subscriptions, encompassing purchase verification, cancellations, and refund processes.

• Familiarity with Paddle, Apple in-app purchases, or Google Play.

• Skill in investigating technical issues, adhering to troubleshooting guidance, and creating clear bug reports with relevant documentation.

• Strong organizational skills and keen attention to detail.

• Ability to handle a busy queue, prioritize tasks, and keep accurate case records.

• Customer empathy, sound judgment, and readiness to seek clarification or escalate cases beyond one's authority.

• Comfort with learning new tools and utilizing approved AI assistance while ensuring work accuracy.

• Experience in mobile entertainment, streaming, or gaming is a plus.

• Familiarity with AI-assisted support tools and contributions to macros, help articles, or workflow enhancements is beneficial.

• Knowledge of support reports, app-store reviews, or CRM and analytics tools like Braze or Mixpanel is an advantage.

🏝️ Benefits

• Career support and assistance in identifying new project opportunities.

• Legal assistance with independent contractor or sole proprietorship status, taxes, and related processes.

• English language courses.

• Opportunities for professional growth.

• Team-building activities.

• Comprehensive financial and legal support for independent contractors.

• Free English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.

• Flexible working hours.

• 29 days of paid time off (18 working days per year plus all national holidays).

• 10 paid recovery days.

• People-first management approach with minimal bureaucracy.

• A friendly company culture.