Support Agent
Job Description
Key Skills Required
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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.
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