User Support Engineer

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

📋 Description

• Oversee the complete support function.

• Manage customer inquiries through in-app chat, email, and web forms.

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

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

• Review contact history and adhere to troubleshooting procedures.

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

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

• Confirm purchase channels and transaction statuses.

• Take actions in accordance with approved policies and access permissions.

• Classify and prioritize tickets following team guidelines.

• Keep precise records and internal documentation.

• Escalate tickets with comprehensive context and follow up until resolution is achieved.

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

• Verify generated responses against the case details and support guidelines.

• Identify inaccurate answers or workflow issues.

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

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

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

• Implement QA feedback and adhere to privacy and account-verification procedures.

• Promptly flag any workload or case blockers.

⛳️ Requirements

• 4+ years of experience in customer support or a customer-facing role.

• Preferably, experience supporting a mobile app or digital product.

• Fluent in English with exceptional written and verbal communication skills.

• Practical experience with Zendesk, Intercom, or a comparable support platform.

• Familiarity with ticket statuses, tags, macros, internal notes, and escalations.

• Experience in managing payments and subscriptions, including purchase verification, cancellations, and refunds.

• Knowledge of Paddle, Apple in-app purchases, or Google Play.

• Ability to investigate technical issues and follow troubleshooting protocols.

• Capacity to prepare clear bug reports with relevant evidence.

• Strong organizational skills and attention to detail.

• Capability to handle a busy queue, adhere to priorities, and maintain accurate case records.

• Customer empathy, sound judgment, and readiness to escalate cases outside of access or authority.

• Comfort in learning new tools and utilizing approved AI assistance.

• 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 a plus.

• Knowledge of support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel is a plus.

🏝️ Benefits

• Security through client vetting to reduce risks and ensure reliability and timely payments.

• Career support and assistance in finding new opportunities.

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

• English language courses.

• Opportunities for professional growth.

• Team-building events.

• Flexible working hours.

• 29 days of PTO (18 working days per year plus all national holidays).

• 10 paid recovery days.

• Comprehensive financial and legal support for independent contractors.

• Free English classes with native speakers or Ukrainian teachers.

• Dedicated HR support.