Global Help Desk Specialist (Gamedev)

TL;DR

Global Help Desk Specialist (IT Support): Solving requests and technical issues for employees and partners of a global gaming company with an accent on ticket management and user assistance. Focus on troubleshooting technical problems, managing JIRA tickets, and supporting multi-language users in a shift-based environment.

Location: Must be already located in Belgrade or near; the company is not able to support relocation for this role.

Company

Award-winning online game developer and publisher known for flagship titles like World of Tanks and World of Warships.

What you will do

• Manage and resolve Help Desk tickets via phone, email, and live chat in a timely manner.
• Provide technical assistance to both English and Russian-speaking users.
• Register and document all user interactions using the JIRA platform.
• Run diagnostics and troubleshooting to resolve user-reported technical issues.
• Monitor system alerts and escalate critical messages to the responsible technical teams.
• Notify users regarding global incidents and their subsequent resolutions.

Requirements

• Location: Must be based in Belgrade, Serbia.
• Availability for a shift work schedule, including night shifts.
• English: Intermediate (B1) or higher.
• Russian: Upper-intermediate (B2) or higher.
• 1+ years of experience in customer-facing roles across any industry.
• Excellent communication and organizational skills with a detail-oriented approach.

Nice to have

• Basic knowledge of Active Directory.
• Experience working with JIRA and Confluence.

Culture & Benefits

• Hybrid work model with 2-3 days of office attendance.
• Additional vacation days based on seniority and paid time off for personal, birthday, and marriage events.
• Premium Private Health Insurance and Sick Leave Compensation.
• Career development opportunities, English clubs, and language learning platforms.
• Mental well-being program (iFeel) and FitPass membership.
• On-site canteen with subsidized prices, plus free coffee, fruits, and snacks.