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Junior Support Agent

3 hours, 13 minutes ago
Anywhere
Junior
Customer Support
Customer and Technical Support
Apply Now
ZeptoLab

ZeptoLab

ZeptoLab is a global gaming company dedicated to the science of fun. They have released popular games like Cut the Rope, Pudding Monsters, and King of Thieves. With a mission to bring fun to every corner of the world, ZeptoLab continues to innovate and...

Internet Software & Services
51-250
Founded 2010
View All Jobs 5

Description

  • Handle player support tickets through Helpshift, including gameplay, account, and technical issues.
  • Respond to players in a clear, helpful, and structured manner.
  • Moderate player reports related to rule violations such as cheating and misconduct.
  • Escalate issues when needed and collaborate with the team to resolve them.
  • Report bugs based on player feedback when necessary.
  • Maintain and update internal knowledge base and help center articles.
  • Identify outdated or missing documentation and help keep support materials current.
  • Maintain consistent performance in both response quality and response speed.
  • Support the team with operational tasks beyond direct player communication.

Requirements

  • Basic digital literacy, including familiarity with browsers, email, and Google tools.
  • Stress tolerance and the ability to handle direct or aggressive communication.
  • A service mindset with empathy, patience, and a positive attitude.
  • Fluency in both English and Russian is an advantage.
  • Ability to make decisions independently without constant supervision.
  • Experience in customer support or service roles is a plus.
  • Strong written communication skills with the ability to explain things clearly and concisely.
  • Attention to detail and the ability to spot recurring issues across player reports.
  • Gaming background on PC, console, or mobile is a strong plus.
  • Experience with helpdesk or ticketing platforms such as Helpshift, Zendesk, or Freshdesk is a plus.
  • Moderation experience in communities such as Discord, Telegram, or forums is a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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