Customer Support Representative

Summary

Join our client, an innovative game development company, as a Customer Support Representative to provide exceptional support to their player base. This fully remote position (10 AM - 7 PM PST, Tuesday-Saturday) involves handling customer inquiries via Zendesk, managing app store reviews, and collaborating with internal teams. You will be responsible for issue reporting, smoke testing, and maintaining the knowledge base. The ideal candidate possesses 2+ years of customer support experience, strong written communication skills, and proficiency in Zendesk and Jira. A passion for gaming and detail-orientation are essential.

Requirements

• 2+ years experience in customer support, preferably in a gaming or tech-related environment
• Proficiency in Zendesk for email-based customer support
• Strong written communication skills in fluent English

Responsibilities

• Provide prompt and professional email responses to customer inquiries via Zendesk, ensuring a positive player experience
• Identify and report technical issues or bugs in Jira, collaborating closely with the Quality Assurance (QA) team for resolution
• Quickly familiarize yourself with the game to run QA smoke tests and assist in identifying potential issues
• Work with internal teams via Slack to communicate customer concerns and support ongoing improvements
• Assist in updating and maintaining customer support documentation and player-facing FAQs to ensure accuracy and relevance
• Monitor and respond to player reviews on the Apple App Store and Google Play Store, addressing concerns and feedback constructively

Preferred Qualifications

• Experience with Apple App Store and Google Play Store management
• Comfortable using Jira to log and track technical issues
• Familiarity with collaboration tools such as Slack
• Ability to quickly learn and navigate gaming environments for effective troubleshooting
• Fast learner with the ability to quickly familiarize themselves with the game mechanics and features
• Highly organized, detail-oriented, and responsive in handling customer inquiries
• Flexible with working hours to accommodate support demands
• Multilingual skills (French, Japanese, Italian, German, etc.)
• Gaming Experience
• Familiarity with Mobile and PC gaming, stores, and more

Benefits

Fully-Remote (Work from Home)