#vacancy #remote #support #supportspecialist

Support Specialist на первый уровень поддержки

Занятость: Full-time
Сфера: GameDev
График: 2 через 2 по 12 часов
Языки: свободный русский и английский
Локация: Мексика, Канада, США, Колумбия, Перу.

Key Responsibilities:
• Answer user requests in Zendesk (email) quickly and clearly, following our guidelines.
• Reply to reviews in the App Store and Google Play through Zendesk.
• Work closely with developers and QA to speed up problem resolution and track bug fixes.
• Create, edit, and update internal guides, response templates, and FAQs; keep the knowledge base up to date.
• Check tickets handled by the outsourcing team to make sure they’re solved correctly and match our processes; fix tags if needed and give feedback to the outsourcing team.
• Coordinate communication between the outsourcing team and internal teams (Development, QA, Marketing, Legal, SMM).
• Share knowledge with the outsourcing team and new colleagues.
• Occasionally cover user communication on Facebook and Instagram (via Facebook Business Suite and Instagram Direct), when the other in-house specialist is on vacation.
• Occasionally play our product to stay in touch with user experience and gameplay mechanics.

Requirements:
• English - C1 level.
• Russian - C1 level.
• 2+ years of experience in customer support
• Experience with Zendesk and Jira.
• Collaboration experience with Dev and QA teams, including escalation and follow-up communication skills.
• Strong sense of responsibility, attention to detail, and ability to multitask effectively.

It'll be a plus:
• Proficiency in additional languages (C1 or higher).
• Skills in writing technical documentation or training materials.
• Experience with Facebook Business Suite / Instagram Direct.

📩 DM me for more details: @Tatiana_Rok