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.