Support Specialist

Job Description

The Support Specialist is the main link between players and developers, exploring all the wishes of users and the problems they may encounter, as well as being the first to come to help users.

Responsibilities

• helping players in solving in-game and technical issues;
• processing user requests within the framework of targets (KPI);
• investigation of in-game situations;
• tracking Facebook fan pages, replying to users in private messages, and making comments under their posts;
• working with user reviews in the Google Console;
• reporting on users' activity based on data from AppAnnie, Helpshift, and Zendesk;
• drafting instructions and F.A.Q.

Nice to have

• knowledge of other foreign languages;
• experience with Helpshift/Zendesk;
• experience in technical support;
• experience in the gaming industry.

Requirements

• confident knowledge of English (Upper-Intermediate/Advanced);
• sociability;
• creativity;
• attentiveness;
• ability to organize work time effectively;
• customer focus, desire to help people.