Customer Support (Gamedev)

TL;DR

Customer Support (Gamedev): Providing player support via email and internal systems with an accent on troubleshooting and case management. Focus on resolving customer issues, improving response templates, and collaborating with internal teams to enhance player experience.

Location: Must be based in Hanoi, Vietnam

Company

hirify.global is a game development studio part of Onesoft, known for titles such as Galaxy Attack.

What you will do

• Support players and customers through email and dedicated support systems.
• Identify, troubleshoot, and resolve customer issues promptly.
• Manage and track support cases accurately.
• Report complex issues to internal teams and coordinate resolutions.
• Monitor recurring problems and report findings to Team Leads.
• Create and optimize response templates for common customer queries.

Requirements

• Location: Must be based in Hanoi, Vietnam.
• Fresh graduates are welcome.
• English: Fair to good command (reading, comprehension, writing).
• Proficiency in social media platforms and Microsoft Office.
• Passion for mobile gaming, specifically Casual and Idle games.
• Knowledge of gaming communities and strong communication skills.

Nice to have

• Proficiency in Canva, CapCut, or basic Photoshop.
• Previous experience in Customer Support within the gaming industry.

Culture & Benefits

• Attractive salary package with reviews twice a year and 100% salary during probation.
• Bonuses: Tet bonus (up to 3 months), project, performance, and holiday bonuses.
• Reduced working hours: 5 working hours per day, 5 days per week.
• Lunch allowance, daily tea breaks, and 15 annual leave days.
• Comprehensive health package including periodic checks, insurance, and gym membership.
• Two company trips per year and various teambuilding activities.