Support Agent

What You’ll Be Doing:

• Respond to player inquiries in SDK with clarity and empathy.

• Correctly categorize, tag, investigate, and escalate tickets when needed.

• Review complaints, verify evidence, and apply account actions (including bans) when appropriate.

• Perform required actions in internal tools/systems to resolve player cases.

• Update and create FAQ/KB articles, proofread content for new releases.

• Monitor our Discord community for bug reports and player issues.

• Validate community bug reports and prepare structured bug tickets for the development team.

• Support and create SDK automations (adjust rules, report errors).

• Handle Russian/English reviews via Appfollow: respond, categorize, escalate key issues.

• Monitor recurring problems, identify incidents, and provide structured feedback.

• Assist in preparing for new game versions by validating player-reported issues, and preparing clear bug reports for the development team.

What We Expect From You:

• Experience in customer support (gaming/mobile preferred).

• Strong written English and clear, friendly communication.

• Fluent Russian - internal communication and documentation.

• Familiarity with SDK, willingness to learn automation workflows.

• Experience with Appfollow or similar platforms is a plus.

• Ability to follow processes, use internal tools, and document actions.

• Organized, detail-oriented, quick learner, able to work independently.

• Able to work a fixed 5-day schedule that includes weekends. Available shifts are 01:00–10:00, 15:00–00:00, 16:00–01:00, or 21:00–06:00 Cyprus time (UTC+3 in summer / UTC+2 in winter). The exact shift and working days will be agreed in advance. Shifts are fixed, not rotating.

What We Offer:

• Competitive salary and remote work format.

• Working schedule: fixed 5-day schedule, including weekends. Several shift options are available depending on your location and time zone. Shifts are fixed and do not rotate.

• The chance to shape and influence an ambitious multiplayer survival shooter for mobile platforms.

• A strong, supportive team passionate about creating great games.

• A flexible work environment.

• Opportunities for professional growth.

• A culture that values creativity, initiative, and collaboration.