Support Specialist на первый уровень поддержки

Занятость: Full-time Сфера: GameDev График: 2 через 2 по 12 часов Языки: свободный русский и английский Локация: важно, чтобы наш будущий коллега находился в любой из локаций: Мексика, Канада, США, Колумбия, Перу.

Key Responsibilities: • Answer user requests in Zendesk (email) quickly and clearly, following our guidelines. • Reply to reviews in the App Store and Google Play through Zendesk. • Work closely with developers and QA to speed up problem resolution and track bug fixes. • Create, edit, and update internal guides, response templates, and FAQs; keep the knowledge base up to date. • Check tickets handled by the outsourcing team to make sure they’re solved correctly and match our processes; fix tags if needed and give feedback to the outsourcing team. • Coordinate communication between the outsourcing team and internal teams (Development, QA, Marketing, Legal, SMM). • Share knowledge with the outsourcing team and new colleagues. • Occasionally cover user communication on Facebook and Instagram (via Facebook Business Suite and Instagram Direct), when the other in-house specialist is on vacation. • Occasionally play our product to stay in touch with user experience and gameplay mechanics.

Requirements: • English - C1 level. • Russian - C1 level. • 2+ years of experience in customer support
• Experience with Zendesk and Jira. • Collaboration experience with Dev and QA teams, including escalation and follow-up communication skills. • Strong sense of responsibility, attention to detail, and ability to multitask effectively.

It'll be a plus: • Proficiency in additional languages (C1 or higher). • Skills in writing technical documentation or training materials. • Experience with Facebook Business Suite / Instagram Direct.

DM me for more details: @Tatiana_Rokk