Support Agent (Customer Support)

TL;DR

Support Agent (Customer Support): Managing daily user inquiries through helpdesk tools and resolving account, technical, and app-specific issues with an accent on issue investigation, workflow prioritization, and proactive feedback to improve the product. Focus on delivering consistent support for mobile gaming users while collaborating with a Germany-based internal support team.

Location: 100% Work from Home (must be based in Metro Manila)

Company

hirify.global provides mobile gaming offers and support for users worldwide.

What you will do

• Handle user assistance requests via helpdesk tools, covering account-related, technical, and app-specific questions.
• Investigate and resolve technical issues so users can continue enjoying gaming offers.
• Manage support workflows and prioritize tasks to meet response-time goals.
• Collaborate with remote support agents in the Philippines and internal Germany-based support to maintain service quality.
• Identify recurring bugs and user pain points and share insights to improve the product.

Requirements

• Location: Must be based in Metro Manila (work from home).
• Advanced proficiency in written and spoken English.
• Experience in customer support or a professional background demonstrating strong interpersonal skills and situational awareness.
• Interest in technical support environments and the mobile gaming industry.
• Proactive, solution-oriented mindset with the ability to manage tasks independently.
• Familiarity with helpdesk software (e.g., Zendesk) is a strong plus.

Culture & Benefits

• Full-time shifts (40h/week, Mon–Sun) on a rotating roster, including rotating night shifts for 24/7 coverage.
• Public holiday work may be required on an as-needed basis.
• All necessary work hardware is provided.
• 15 days of PTO, increasing by 1 day each year up to a maximum of 20 days.

Hiring process

• Submit a CV in English.
• Interviews and evaluation of support experience and English proficiency.