Support Agent
- Роль
- Поддержка
- Занятость
- Полная занятость
Доступно для: CY only. Укажите, откуда вы работаете, чтобы проверить доступность.
Коротко по делу
Support agent for a mobile shooter studio, handling player tickets, Discord bug reports, KB/FAQ content, and basic SDK automations. Needs customer support experience, strong written English, and fixed 5-day shifts including weekends on Cyprus-time shift options.
Ключевые навыки
Желательные навыки
Обязательные языки
Желательные языки
HyperHug is an international game development studio specializing in the shooter genre. Our main office is based in Cyprus, but our talented team works remotely from around the world. We’re developing Oxide: Survival Island, an immersive multiplayer survival shooter for mobile platforms, and we’re always looking for motivated individuals who want to grow with us, contribute their creativity, and help shape the future of our games.
We’re looking for a Support Agent to help us deliver fast, friendly, and accurate assistance to our players. You’ll manage incoming tickets, maintain and improve our knowledge base, set up basic automations or bots when needed.
What You’ll Be Doing:
- Respond to player inquiries in SDK with clarity and empathy.
- Correctly categorize, tag, investigate, and escalate tickets when needed.
- Review complaints, verify evidence, and apply account actions (including bans) when appropriate.
- Perform required actions in internal tools/systems to resolve player cases.
- Update and create FAQ/KB articles, proofread content for new releases.
- Monitor our Discord community for bug reports and player issues.
- Validate community bug reports and prepare structured bug tickets for the development team.
- Support and create SDK automations (adjust rules, report errors).
- Monitor recurring problems, identify incidents, and provide structured feedback.
- Assist in preparing for new game versions by validating player-reported issues, and preparing clear bug reports for the development team.
What We Expect From You:
- Experience in customer support (gaming/mobile preferred).
- Strong written English and clear, friendly communication.
- Fluent Russian is a plus.
- Familiarity with SDK, willingness to learn automation workflows.
- Experience with Appfollow or similar platforms is a plus.
- Ability to follow processes, use internal tools, and document actions.
- Organized, detail-oriented, quick learner, able to work independently.
- Able to work a fixed 5-day schedule that includes weekends. Available shifts are 01:00–10:00, 15:00–00:00, 16:00–01:00, or 21:00–06:00 Cyprus time (UTC+3 in summer / UTC+2 in winter). The exact shift and working days will be agreed in advance. Shifts are fixed, not rotating.
What We Offer:
- Competitive salary.
- Work arrangement: from our office in Cyprus or remotely if you are based abroad.
- Working schedule: fixed 5-day schedule, including weekends. Several shift options are available depending on your location and time zone. Shifts are fixed and do not rotate.
- The chance to shape and influence an ambitious multiplayer survival shooter for mobile platforms.
- A strong, supportive team passionate about creating great games.
- A flexible work environment.
- Opportunities for professional growth.
- A culture that values creativity, initiative, and collaboration.
Чем предстоит заниматься
- Respond to player inquiries in SDK with clarity and empathy.
- Correctly categorize, tag, investigate, and escalate tickets when needed.
- Review complaints, verify evidence, and apply account actions, including bans, when appropriate.
- Perform required actions in internal tools and systems to resolve player cases.
- Update and create FAQ/KB articles.
- Proofread content for new releases.
- Monitor the Discord community for bug reports and player issues.
- Validate community bug reports and prepare structured bug tickets for the development team.
- Support and create SDK automations, including adjusting rules and reporting errors.
- Monitor recurring problems, identify incidents, and provide structured feedback.
- Assist in preparing for new game versions by validating player-reported issues and preparing clear bug reports for the development team.
Что требуется
- Experience in customer support; gaming or mobile preferred.
- Strong written English and clear, friendly communication.
- Familiarity with SDK and willingness to learn automation workflows.
- Ability to follow processes, use internal tools, and document actions.
- Organized, detail-oriented, quick learner, and able to work independently.
- Able to work a fixed 5-day schedule that includes weekends.
- Available shifts are 01:00–10:00, 15:00–00:00, 16:00–01:00, or 21:00–06:00 Cyprus time (UTC+3 in summer / UTC+2 in winter).
- The exact shift and working days will be agreed in advance.
- Shifts are fixed, not rotating.
Преимущества
- Competitive salary.
- Work from the office in Cyprus or remotely if based abroad.
- Fixed 5-day schedule, including weekends, with several shift options available depending on location and time zone.
- The chance to shape and influence an ambitious multiplayer survival shooter for mobile platforms.
- A strong, supportive team passionate about creating great games.
- A flexible work environment.
- Opportunities for professional growth.
- A culture that values creativity, initiative, and collaboration.
HyperHug is an international game development studio specializing in the shooter genre. Its main office is based in Cyprus, and it is developing Oxide: Survival Island, a multiplayer survival shooter for mobile platforms.