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Support Agent

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 11-50H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

104 days ago

Salary

0

Seniority

Senior

EnglishRussian

Job Description

Support Agent

HYPERHUG

• Respond to player inquiries in SDK with clarity and empathy. • Correctly categorize, tag, investigate, and escalate tickets when needed. • Review complaints, verify evidence, and apply account actions (including bans) when appropriate. • Perform required actions in internal tools/systems to resolve player cases. • Update and create FAQ/KB articles, proofread content for new releases. • Monitor our Discord community for bug reports and player issues. • Validate community bug reports and prepare structured bug tickets for the development team. • Support and create SDK automations (adjust rules, report errors). • Handle Russian/English reviews via Appfollow: respond, categorize, escalate key issues. • Monitor recurring problems, identify incidents, and provide structured feedback. • Assist in preparing for new game versions by validating player-reported issues, and preparing clear bug reports for the development team.

Job Requirements

  • Experience in customer support (gaming/mobile preferred).
  • Strong written English and clear, friendly communication.
  • Fluent Russian - internal communication and documentation.
  • Familiarity with SDK, willingness to learn automation workflows.
  • Experience with Appfollow or similar platforms is a plus.
  • Ability to follow processes, use internal tools, and document actions.
  • Organized, detail-oriented, quick learner, able to work independently.
  • Able to work Saturday–Wednesday, from 03:00 AM to 11:00 AM (UTC+3).

Benefits

  • Competitive salary and remote work format.
  • Working schedule: Saturday–Wednesday, 03:00 AM – 11:00 AM (UTC+3).
  • The chance to shape and influence an ambitious multiplayer survival shooter for mobile platforms.
  • A strong, supportive team passionate about creating great games.
  • A flexible work environment.
  • Opportunities for professional growth.
  • A culture that values creativity, initiative, and collaboration.

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