Customer Support Agent (Gaming Industry) | WFH, Rotational shift

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.

What You’ll Own

● 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.

What You Bring

● Experience: Previous experience in customer support or a professional background demonstrating strong interpersonal skills and situational awareness.

● Language: Advanced proficiency in written and spoken English.

● Technical Interest: A genuine interest in technical support environments and the mobile gaming industry.

● Mindset: A proactive, solution-oriented approach with the ability to manage tasks independently.

● Tools: Familiarity with helpdesk software like Zendesk is a strong plus.

Details

● Location: 100% Remote, Philippines (Manila area).

● Schedule & Shifts: Full-time (40h/week) on rotating shifts from Monday to Sunday, between 6am and 10pm PHT. Public holidays may be required on an as-needed basis.

● Night Shift & Overtime: Night shifts and overtime hours are possible and fully compensated.

● Equipment: We’ve got you covered - all necessary work hardware will be provided.

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