Support Specialist
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Job Description
Support Specialist for mobile game development company answering user inquiries via Zendesk and App Store. Collaborating with teams to resolve issues efficiently in a dynamic environment.
Responsibilities:
- Answer user requests in Zendesk (email) quickly and clearly, following our guidelines
- Reply to reviews in the App Store and Google Play through Zendesk
- Work closely with developers and QA to speed up problem resolution and track bug fixes
- Create, edit, and update internal guides, response templates, and FAQs; keep the knowledge base up to date
- Check tickets handled by the outsourcing team to make sure they’re solved correctly and match our processes; fix tags if needed and give feedback to the outsourcing team
- Coordinate communication between the outsourcing team and internal teams (Development, QA, Marketing, Legal, SMM)
- Share knowledge with the outsourcing team and new colleagues
- Occasionally cover user communication on Facebook and Instagram (via Facebook Business Suite and Instagram Direct), when the other in-house specialist is on vacation
- Occasionally play our product to stay in touch with user experience and gameplay mechanics
Requirements:
- English - C1 level
- 2+ years of experience in customer support in the gaming industry
- Experience with Zendesk and Jira
- Collaboration experience with Dev and QA teams, including escalation and follow-up communication skills
- Strong sense of responsibility, attention to detail, and ability to multitask effectively
- It'll be a plus: Proficiency in additional languages (C1 or higher)
- Skills in writing technical documentation or training materials
- Experience with Facebook Business Suite / Instagram Direct
Benefits:
- Competitive salary and benefits package
- Flexible remote/office working options
- Opportunity to impact a global product with millions of active users
- A creative, dynamic environment with a talented and friendly team
- Professional growth and leadership opportunities
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