Customer Support Representative

 Our client, an innovative game development company, is seeking a dedicated Customer Support Representative to provide top-tier support to their player community. This role focuses on handling customer inquiries via Zendesk, managing app store reviews, and collaborating with internal teams to report technical issues. If you are detail-oriented, tech-savvy, and have a passion for gaming, we encourage you to apply.

Location: Fully-Remote (Work from Home), 10 AM - 7 PM PST (Hour Lunch Break, Tues-Sat)

Key Responsibilities

• Customer Support via Zendesk: Provide prompt and professional email responses to customer inquiries, ensuring a positive player experience.

• Issue Reporting: Identify and report technical issues or bugs in Jira, collaborating closely with the Quality Assurance (QA) team for resolution.

• Smoke Testing: Quickly familiarize yourself with the game to run QA smoke tests and assist in identifying potential issues.

• Collaboration: Work with internal teams via Slack to communicate customer concerns and support ongoing improvements.

• Knowledge Base Management: Assist in updating and maintaining 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 concerns and feedback constructively.

Qualifications

Experience

• 2+ years experience in customer support, preferably in a gaming or tech-related environment.

• Proficiency in Zendesk for email-based customer support.

• Experience with Apple App Store and Google Play Store management is highly advantageous.

Skills

• Strong written communication skills in fluent English.

• Comfortable using Jira to log and track technical issues is highly preferred.

• Familiarity with collaboration tools such as Slack.

• Ability to quickly learn and navigate gaming environments for effective troubleshooting.

Preferred Traits

• 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.) are highly advantageous.

• Gaming Experience is a plus.

• Familiarity with Mobile and PC gaming, stores, and more.

What Success Looks Like

• Efficient Response Times: Timely and effective email responses that contribute to high customer satisfaction, assessed 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: Thoughtful and professional responses to app store reviews that enhance the company’s reputation.

• Seamless Collaboration: Effective communication with the QA and development teams to address and resolve customer-reported issues.

Opportunity

This is an exciting opportunity to be part of a passionate and innovative gaming company. As a Customer Support Representative, you will play a critical role in ensuring customer satisfaction, managing technical issues, and maintaining a strong player community. If you are proactive, customer-focused, and eager to work in the gaming industry, we encourage you to apply.

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets