Support Specialist (Tebex)

TL;DR

Support Specialist (Tebex): Providing first-line technical and product support for creators and buyers on the Tebex platform with an accent on ticket resolution and customer communication. Focus on troubleshooting software/web issues and maintaining support documentation to improve overall user experience.

Location: Remote, must be based in the United Kingdom or Israel

Company

hirify.global is the leading modding platform in the game industry, with its Tebex division supporting thousands of server owners and content creators across platforms like Minecraft and Rust.

What you will do

• Answer product and service questions for Tebex users via chat and email.
• Process and resolve support tickets efficiently while maintaining a supportive tone.
• Manage proactive outreach to resolve customer issues and inform users of service status.
• Maintain and update support documentation using GetGuru.
• Track and monitor key performance indicators, including NPS and support ratings.
• Handle customer feedback and escalate complex issues to the appropriate teams.

Requirements

• 2+ years of experience in online customer support.
• Proven track record of investigating and troubleshooting software or web-related issues.
• Strong communication skills with an emphasis on active listening and attention to detail.
• Availability to work full-time, approximately 40 hours per week, from Thursday to Monday.
• Ability to remain level-headed in challenging situations and openness to constructive feedback.

Nice to have

• Experience with SQL and relational databases.
• Technical background with basic understanding of APIs, HTML, CSS, and JavaScript.
• A passion for PC Gaming.

Culture & Benefits

• Remote work arrangement.
• Opportunity to work within the gaming and modding ecosystem.
• Culture of openness to new ideas and continuous professional feedback.