Location
Mexico, Algeria, Angola, Cameroon, Egypt, Ethiopia, Ghana, Kenya, Morocco, South Africa, Nigeria, Dominican Republic, Argentina, Bolivia, Brazil, Costa Rica, Guatemala, Honduras, Panama, Chile, Ecuador, French Guiana, Peru
Employment Type
Contract
Location Type
Remote
Department
Project Growth
Compensation
$600.00 – $800.00 per month
Position: Customer Support Representative
Company: Innovative Game Development Company (via Client)
Location: Fully Remote (Work from Home)
Working Hours: 10 AM – 7 PM PST (Tuesday to Saturday) with a 1-hour lunch break
Job Summary:
Our client, a forward-thinking game development company, is looking for a dedicated Customer Support Representative to deliver exceptional support to their player community. This role involves managing customer inquiries through Zendesk, overseeing app store reviews, and collaborating with internal teams to report and resolve technical issues. If you are detail-oriented, tech-savvy, and passionate about gaming, this is the perfect opportunity for you.
Key Responsibilities:
- Customer Support via Zendesk: Provide prompt, professional, and friendly email responses to customer inquiries, ensuring a seamless player experience.
- Issue Reporting: Identify and document technical issues or bugs in Jira, working closely with the Quality Assurance (QA) team to ensure timely resolution.
- Smoke Testing: Quickly learn the game to perform QA smoke tests and assist in identifying potential issues.
- Collaboration: Use Slack to communicate customer concerns and feedback with internal teams, supporting ongoing improvements.
- Knowledge Base Management: Help update and maintain customer support documentation and player-facing FAQs to ensure accuracy and relevance.
Secondary Responsibilities:
- App Store Review Management: Monitor and respond to player reviews on the Apple App Store and Google Play Store, addressing feedback constructively to enhance the company’s reputation.
Qualifications:
Experience:
- 2+ years of experience in customer support, preferably in gaming or tech-related environments.
- Proficiency in Zendesk for email-based customer support.
- Experience managing Apple App Store and Google Play Store reviews is a strong advantage.
Skills:
- Excellent written communication skills in fluent English.
- Comfortable using Jira to log and track technical issues (preferred).
- Familiarity with collaboration tools like Slack.
- Ability to quickly learn and navigate gaming environments for effective troubleshooting.
Preferred Traits:
- Fast learner with the ability to grasp game mechanics and features quickly.
- Highly organized, detail-oriented, and responsive in handling customer inquiries.
- Flexible with working hours to meet support demands.
- Multilingual skills (French, Japanese, Italian, German, etc.) are a plus.
- Gaming experience is a bonus.
- Familiarity with mobile and PC gaming platforms and stores.
What Success Looks Like:
- Efficient Response Times: Timely and effective email responses that contribute to high customer satisfaction, measured via CSAT scores.
- Accurate Issue Reporting: Detailed and organized reporting of technical issues to improve game performance, assessed via CSAT scores.
- Positive App Store Presence: Professional and thoughtful responses to app store reviews that enhance the company’s reputation.
- Seamless Collaboration: Effective communication with QA and development teams to address and resolve customer-reported issues.
Opportunity:
This is an exciting chance to join a passionate and innovative gaming company. As a Customer Support Representative, you will play a vital role in ensuring customer satisfaction, managing technical issues, and fostering a strong player community. If you are proactive, customer-focused, and eager to contribute to the gaming industry, we encourage you to apply.
Application Process:
To be considered for this role, follow these steps:
- Fill out the application form.
- Record a video showcasing your skills and experience.
- Submit your application for this job.
Join us and help shape the future of gaming!
