Support Agent

TL;DR

Support Agent (Gaming): Deliver fast, friendly assistance to players of multiplayer survival shooter via tickets, Discord, and app reviews with an accent on categorization, escalation, bug validation, and automations. Focus on monitoring community issues, handling Russian/English communications, and providing structured feedback to development team.

Location: Remote worldwide, Saturday–Wednesday, 03:00 AM to 11:00 AM (UTC+3)

Company

International game development studio specializing in shooter genre, developing Oxide: Survival Island multiplayer survival shooter for mobile platforms.

What you will do

• Respond to player inquiries in SDK with clarity and empathy, categorize, tag, investigate, and escalate tickets.
• Review complaints, verify evidence, apply account actions including bans.
• Update and create FAQ/KB articles, proofread content for new releases.
• Monitor Discord community for bug reports, validate them, and prepare structured tickets for developers.
• Handle Russian/English reviews via Appfollow: respond, categorize, escalate issues.
• Monitor recurring problems, identify incidents, support SDK automations, and assist with new game versions.

Requirements

• Experience in customer support (gaming/mobile preferred).
• Strong written English and fluent Russian for communication and documentation.
• Able to work Saturday–Wednesday, from 03:00 AM to 11:00 AM (UTC+3).
• Familiarity with SDK, willingness to learn automation workflows.
• Experience with Appfollow or similar platforms is a plus.
• Organized, detail-oriented, quick learner, able to work independently and follow processes.

Culture & Benefits

• Competitive salary and fully remote work.
• Strong, supportive team passionate about games.
• Flexible work environment with opportunities for professional growth.
• Culture valuing creativity, initiative, and collaboration.