Customer Support Representative

Overview:

As a Support Agent, you will manage the daily flow of user inquiries, directly impacting how millions of players interact with our products. You will work at the intersection of technical problem-solving and user retention, providing the timely support that allows our community to enjoy our offers without interruption.

You will join our collaborative team in the Manila area, working closely with our German-based internal support leads to deliver high-efficiency assistance to millions of players worldwide.

Work Setup: Remote ; Full-time Regular ; Rotating shifts (will cover weekends)

Responsibilities:

• Player Assistance: Handle a wide range of inquiries via helpdesk tools, resolving account-related, technical, and app-specific questions.
• Issue Resolution: Deep-dive into technical issues to find solutions that help players continue enjoying their gaming offers.
• Workflow Management: Manage complex support workflows, prioritizing tasks effectively to meet response time goals.
• Global Collaboration: Work alongside our remote team in the Philippines and internal teams to maintain a consistent and high-standard support experience.
• Proactive Feedback: Identify recurring bugs or user pain points and share insights with the team to help improve the product.

Qualifications:

• At least 4 years of customer support experience
• Experience handling voice, chat, and email support
• AdTech and/or gaming industry experience is a must
• A proactive, solution-oriented approach with the ability to manage tasks independently.
• Familiarity with helpdesk software like Zendesk is a strong plus.