About the job
Join our dynamic player experience team at Bullet Echo as a Junior Support Agent. This role transcends mere ticket handling; you will be the vital link between our players and the game. Your mission is to resolve issues, ensure a delightful player experience, and embody the essence of our game in every interaction. While this is a junior role, we seek a proactive individual who takes ownership of their responsibilities, communicates effectively, and is eager to engage with our community.
Your Responsibilities
- Manage player support tickets through Helpshift, addressing gameplay, account, and technical inquiries.
- Respond to player queries with clarity, supportiveness, and structure.
- Moderate player reports regarding rule violations such as cheating and misconduct.
- Escalate complex issues as needed and collaborate with team members.
- Occasionally document bugs based on player feedback.
- Update and maintain our internal knowledge base and help center articles.
- Identify outdated or missing documentation and contribute to its enhancement.
- Maintain high standards in response quality and speed.
- Assist the team with various operational tasks beyond direct player interaction.
Qualifications We Seek
- Basic digital literacy, including familiarity with browsers, email, and Google tools.
- Ability to manage stress and engage with direct or challenging communication.
- A customer-centric mindset characterized by empathy, patience, and positivity.
- Fluency in English and Russian is a significant advantage.
- Capability to make independent decisions without constant oversight.
- Prior experience in customer support or service roles is beneficial.
- Strong writing skills to articulate information clearly and concisely.
- Attention to detail, with the ability to identify patterns in player reports.
Preferred Qualifications
- A background in gaming (PC, console, or mobile) is highly advantageous.
- Familiarity with helpdesk or ticketing platforms (e.g., Helpshift, Zendesk, Freshdesk).
- Experience in moderation within communities such as Discord, Telegram, or forums.
Why Join Us?
- Our live games have an active player community, making your work impactful and relevant. Every issue you resolve directly affects a real player's experience.
- Gain insights into the operations of a mobile game, understanding player priorities, troubleshooting common issues, and how teams collaborate during challenges.
