Customer Service Representative

About the role

We are looking for a dedicated Customer Service Representative to join our gaming support team. You will be the first point of contact for players, helping them enjoy a seamless gaming experience by addressing inquiries, troubleshooting issues, and providing guidance.

Key responsibilities

• Respond promptly and professionally to player inquiries about game features, gameplay, and technical issues.
• Troubleshoot and resolve game‑related problems, including account, payment, and gameplay difficulties.
• Guide players on game rules, strategies, and ongoing promotions.
• Document and track all interactions using the designated support tool.
• Collaborate with development and QA teams to escalate and resolve complex issues.
• Monitor player feedback, identify trends, and relay insights for product improvements.
• Maintain up‑to‑date knowledge of game updates, new features, and promotions.
• Contribute to the continuous improvement of support processes and resources.

Required profile

• Previous experience in a customer service role, preferably within the gaming industry.
• Excellent written and verbal English communication skills.
• Strong problem‑solving abilities and critical thinking in a fast‑paced environment.
• Empathy, patience, and the ability to handle frustrated players.
• Basic technical knowledge and proficiency with support software.
• Ability to work both independently and as part of a team.
• Willingness to work flexible shifts, including nights, weekends, and holidays.
• Passion for gaming and familiarity with online gaming culture.

Required skills

• Proficiency with customer support tools (ticketing systems).