User Support Engineer

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

📋 Description

• Oversee the entire customer support function.

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

• Craft clear, empathetic, and precise English responses tailored to each user's circumstances.

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

• Review communication history and adhere to troubleshooting protocols.

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

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

• Verify purchase methods and transaction statuses.

• Execute payment-related tasks within established policies and access permissions.

• Classify and prioritize support tickets in accordance with team guidelines.

• Maintain precise records and internal documentation.

• Escalate tickets with complete context and follow up with users and internal teams until resolution is achieved.

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

• Review generated responses against case details and support guidelines before dispatching.

• Identify and report inaccurate responses and workflow challenges.

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

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

• Meet response time, resolution, and quality benchmarks.

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

• Promptly flag any workload or case impediments.

⛳️ Requirements

• A minimum of 4 years in customer support or a customer-facing role, preferably with experience in mobile apps or digital products.

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

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

• Knowledge of payment and subscription support, including purchase verification, cancellation, and refund processes.

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

• Capability to investigate technical issues, follow troubleshooting instructions, and prepare detailed bug reports with supporting evidence.

• Strong organizational skills and attention to detail.

• Ability to manage a busy support queue, prioritize tasks, and maintain accurate case documentation.

• Customer empathy, sound judgment, and a proactive approach to seek clarification or escalate when necessary.

• Comfortable 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 advantageous.

• Exposure to support reports, app store reviews, or CRM and analytics tools like Braze or Mixpanel is a bonus.

🏝️ Benefits

• Security through careful client vetting to reduce risks and ensure reliable, timely payments.

• Career support and assistance in finding new opportunities if a project is not the right match.

• Legal support for independent contractors or sole proprietorship status, taxes, and related processes.

• Access to English courses and opportunities for professional development.

• Participation in team-building events.

• Flexible working hours.

• 29 days of paid time off (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 instructors.

• Dedicated HR support.