Job Title: Technical Support Representative (Gaming)
Work Arrangement: Full Onsite - Double Dragon | Shifting Schedule
We're seeking an experienced Support Representative to help build and support our customer service operations. As the first offshore hire, you'll independently handle customer inquiries, troubleshoot issues, and provide a positive support experience. This role requires confidence, adaptability, and availability for shift-based work, including nights, weekends, and holidays.
What You'll Do
- Provide timely and empathetic support to customers via email, chat, and social platforms
- Troubleshoot technical, account, and gameplay-related issues across multiple platforms
- Escalate complex cases to the appropriate teams while ensuring smooth follow-up
- Document recurring issues and player feedback to help improve game quality
- Stay up to date with game updates, events, and community trends to provide accurate information
- Contribute to knowledge base articles, FAQs, and player guides
Qualifications
- At least 1 year of experience in customer support, technical support, or a similar role
- Strong communicator with excellent written and verbal skills
- Tech-savvy with basic troubleshooting skills
- Familiarity with support platforms and knowledge of live service ecosystems
- Experience creating support content (help articles, video tutorials, FAQs)
- Understanding of online moderation and conflict resolution best practices
