Customer Support Representative
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Job Description
Customer Support Representative supporting players for an innovative game development company. Handling Zendesk inquiries, bug reporting, QA smoke tests, app reviews, and support documentation.
Responsibilities:
- Provide prompt and professional email support to players through Zendesk
- Respond to billing, account, bug, and other customer inquiries
- Troubleshoot customer concerns and provide accurate information
- Maintain timely response times and contribute to customer satisfaction
- Identify potential technical issues and bugs reported by players
- Document, report, escalate, and track technical issues through Jira or similar tools
- Collaborate with QA and development teams to resolve customer-reported issues
- Conduct QA smoke tests by learning game mechanics and features
- Monitor and respond to player reviews on the Apple App Store and Google Play Store
- Identify recurring themes in app store reviews and communicate findings internally
- Maintain and update customer support documentation and player-facing FAQs
- Communicate customer concerns and recurring issues through Slack
- Follow up on escalated technical issues and share player feedback for product improvements
Requirements:
- 2+ years of customer support experience, preferably in gaming, technology, software, or online products
- Experience providing ticket-based support using Zendesk or a similar CRM platform
- Experience managing FAQs, customer support documentation, or knowledge base content
- Experience with Apple App Store and Google Play Store review management is highly advantageous
- Previous gaming-product support experience is preferred
- Strong written communication skills
- Proficiency with Zendesk or similar customer support platforms
- Comfort using Jira or similar task-management tools
- Ability to use Slack or similar collaboration platforms
- Ability to learn game mechanics and digital environments for troubleshooting and QA smoke testing
- Experience or familiarity with online products, software, mobile applications, or similar digital experiences
- Ability to manage player reviews and feedback across Apple App Store and Google Play Store
- Availability to work Tuesday–Saturday, 10 AM–7 PM PST with a 1-hour lunch break
- Resume must be submitted in English and PDF format
- Must submit a video using the same email as the application
- Additional language skills are advantageous
Benefits:
- Fully remote work from home
- Tuesday–Saturday schedule with a 1-hour lunch break
- Opportunity to join an innovative gaming company
- Direct role in supporting a player community and improving player experience
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