User Support Engineer

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

📋 Description

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

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

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

• Review interaction history and adhere to troubleshooting protocols.

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

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

• Confirm purchase channels and transaction statuses.

• Execute actions within established policies and access privileges.

• Classify and prioritize tickets following team guidelines.

• Keep accurate records and internal documentation.

• Escalate cases with comprehensive context and ensure follow-up until resolution.

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

• Verify generated responses against case specifics and support protocols.

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

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

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

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

• Promptly flag any workload or case blockers.

⛳️ Requirements

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

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

• Practical experience managing tickets in Zendesk, Intercom, or a comparable support platform.

• Background in handling payments and subscriptions, including purchase verification, cancellations, and refund processes.

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

• Capability to investigate technical problems, follow troubleshooting protocols, and create clear bug reports with pertinent evidence.

• Exceptional organizational skills and attention to detail.

• Ability to handle a busy ticket queue, prioritize tasks, and maintain precise case records.

• Demonstrated customer empathy, sound judgment, and readiness to escalate cases when necessary.

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

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

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

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

🏝️ Benefits

• Career support and assistance in locating new project opportunities.

• Legal support regarding independent contractor or sole proprietorship status, taxes, and related matters.

• Access to English courses and opportunities for professional development.

• Participation in team-building events.

• Flexible work 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.

• Complimentary English classes with native speakers or Ukrainian instructors.

• Dedicated HR assistance.