Employment Type: Contract
Location: 100% Remote (Work From Home)
Compensation: $600.00 – $800.00 per month
Project Growth is seeking a passionate and detail-oriented Customer Support Representative for a game development company. This remote role offers the opportunity to provide top-tier support to a growing community of players, manage app store reviews, and collaborate closely with internal teams to resolve technical issues. If you’re tech-savvy, have a love for gaming, and thrive in customer-focused roles, this opportunity is for you.
Key Responsibilities
Customer Support via Zendesk
In this role, your primary task will be providing exceptional customer service through email-based support on Zendesk. You’ll be:
- Responding to customer inquiries in a timely and professional manner.
- Ensuring a positive player experience by solving problems and addressing concerns efficiently.
Issue Reporting and Collaboration
As a crucial part of your role, you’ll be:
- Identifying and logging technical issues or bugs in Jira, closely working with the Quality Assurance (QA) team to resolve them.
- Collaborating with internal teams using Slack to communicate customer feedback and report on ongoing improvements.
Smoke Testing & Game Familiarization
You’ll be engaging in smoke testing, where you will:
- Familiarize yourself with the game mechanics and identify potential issues that may affect player experience.
- Conduct basic QA tests to help identify bugs before they reach the players.
Knowledge Base Management
Support doesn’t just come through tickets; you’ll also help in maintaining and updating:
- Customer support documentation and player-facing FAQs to ensure all information is current and accurate.
App Store Review Management
In addition to email-based support, you’ll also:
- Monitor and respond to player reviews on the Apple App Store and Google Play Store.
- Address customer feedback constructively, ensuring the company maintains a positive presence on these platforms.
Qualifications
Experience
- At least 2+ years in customer support, ideally within a gaming or tech-related industry.
- Proficiency with Zendesk for email-based customer service.
- Experience managing Apple App Store and Google Play Store reviews is a plus.
- Familiarity with Jira for logging technical issues is preferred.
Skills
- Strong written communication skills in fluent English are a must.
- Ability to quickly learn and navigate gaming environments for troubleshooting.
- Comfortable with Slack for team collaboration and communication.
- Ability to troubleshoot common technical issues and provide clear steps for resolution.
Preferred Traits
- A fast learner who can quickly grasp game mechanics and features.
- Highly organized and detail-oriented, with a proactive approach to problem-solving.
- Flexibility with working hours to meet support demands.
- Multilingual skills (French, Japanese, Italian, German, etc.) are highly advantageous.
- Experience in mobile and PC gaming environments.
What Success Looks Like
- Efficient Response Times: Quick, effective email responses contributing to high customer satisfaction scores (CSAT).
- Accurate Issue Reporting: Well-documented technical issues in Jira, leading to improved game performance.
- Positive App Store Presence: Thoughtful, professional responses to app store reviews that enhance the company’s reputation.
- Seamless Collaboration: Consistent communication with internal teams, helping resolve technical issues and enhance the overall customer experience.
Why Apply?
This is an exciting opportunity to be part of a dynamic gaming company that values customer experience and player satisfaction. As a Customer Support Representative, you will play a critical role in ensuring the community stays engaged and happy while working closely with teams to improve game performance. If you’re proactive, enjoy problem-solving, and have a passion for gaming, we’d love to hear from you.
Application Process
To be considered for this exciting role, follow these simple steps:
- Fill out the application form.
- Record a short video highlighting your skills and why you’re the perfect fit for this position.
- Submit your application.