Support Agent
New
H
HyperHugGame development
Remotely if you are based abroad, 01:00–10:00, 15:00–00:00, 16:00–01:00, or 21:00–06:00 Cyprus time (UTC+3 in summer / UTC+2 in winter).Full-Time
Salary not disclosed
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Job Details
- Languages
- Strong written English, Fluent Russian is a plus.
- Required Skills
- Customer support
Requirements
- Experience in customer support (gaming or mobile preferred).
- Strong written English with clear, friendly communication.
- Fluent Russian is a plus.
- Familiarity with SDKs and willingness to learn automation workflows.
- Experience with Appfollow or similar platforms is a plus.
- Ability to follow established processes, use internal tools, and document actions.
- Organized, detail-oriented, and able to work independently.
- Able to work a fixed 5-day schedule that includes weekends.
- Availability to work designated fixed shifts in Cyprus time.
Responsibilities
- 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 to resolve player cases.
- Update and create FAQ/KB articles and proofread content for new releases.
- Monitor 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.
- Monitor recurring problems and identify incidents to provide structured feedback.
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