Technical Customer Support Representative

Our client is an innovative game development company focused on delivering engaging gaming experiences and providing high-quality support to its player community. They are seeking a dedicated Technical Customer Support Representative to manage player inquiries, troubleshoot issues, support app store review management, and collaborate with internal teams to improve the overall player experience. As the Technical Customer Support Representative, you will be responsible for providing timely and professional support to players through Zendesk while helping identify, document, and escalate technical issues.

Responsibilities

Provide prompt and professional email support to players through Zendesk; Respond to billing, account, bug, and other customer inquiries; Troubleshoot customer concerns and provide accurate information; Maintain timely response times; Identify potential technical issues and bugs reported by players; Document and report technical issues through Jira or similar task management platforms; Collaborate with the QA team; Conduct QA smoke tests; Monitor player reviews across the Apple App Store and Google Play Store; Respond professionally to player feedback; Identify recurring themes in app store reviews; Assist with maintaining and updating customer support documentation; Keep player-facing FAQs accurate; Communicate customer concerns to internal teams through Slack; Work closely with QA and development teams; Share relevant player feedback; Maintain clear communication across teams

Requirements

Open to candidates based in LATAM, Africa, and Eastern Europe; Available to work during U.S. business hours aligned with the client’s time zone; Available Tuesday–Saturday, 10 AM–7 PM PST with a 1-hour lunch break; 2+ years of experience in customer support; Experience providing ticket-based customer support using Zendesk or a similar CRM platform; Experience managing FAQs, customer support documentation, or knowledge base content; Strong written communication skills; Proficient with Zendesk or similar customer support platforms; Comfortable using Jira or similar task management tools; Can use Slack or similar collaboration platforms; Can quickly learn game mechanics, features, and digital environments; Experience or familiarity with supporting online products, software, mobile applications, or similar digital experiences; Can effectively manage player reviews and feedback across platforms such as the Apple App Store and Google Play Store

Nice to have

Experience with Apple App Store and Google Play Store review management is highly advantageous; Previous experience supporting gaming products is preferred; Familiarity with mobile and PC gaming environments, platforms, and stores is considered a plus; Passion for or familiarity with gaming is considered a plus; Additional language skills are considered advantageous