Customer Service Representative (GameDev)

TL;DR

Customer Service Representative (GameDev): Providing frontline support to players, addressing inquiries and resolving issues related to game functionality, account management, and in-game purchases with an accent on maintaining player satisfaction and fostering loyalty. Focus on diagnosing player issues, communicating effectively, and contributing to the continuous improvement of support processes.

Location: Remote from Spain

Company

hirify.global provides frontline support for their client’s players.

What you will do

• Respond to player support inquiries via email, chat, and ticketing system.
• Diagnose player issues and provide resolutions or escalate to the appropriate internal team.
• Document cases thoroughly and accurately, maintaining knowledge-base entries and player histories.
• Monitor recurring patterns in player issues and feedback, liaise with QA/Dev/Community teams to feed actionable insights.
• Uphold company policy, compliance, and game-community guidelines.
• Contribute to the continuous improvement of support processes, self-help tools, FAQs, and player onboarding materials.

Requirements

• Good written communication skills in English.
• Genuine interest in video games and online communities.
• Basic tech awareness and comfortable using computers and learning new tools.
• Willingness to learn, ask questions, and follow processes.
• Positive and empathetic attitude when dealing with players.
• Availability to work flexible hours when required to support players in different time zones.

Nice to have

• Additional languages are a plus.
• Previous customer service experience is a plus.
• Technical experience is a plus, such as familiarity with tools like Jira.

Culture & Benefits

• Permanent contract.
• Training and learning provided by on-site experts.