Support Agent (Middle)

We are Belka Games. Our team is among the top-20 grossing companies in Europe according to data.ai statistics, and our projects' audience has surpassed the milestone of 110 million players.

We're looking for an experienced Support Agent who shares our passion for games. As part of the broader publishing team, you'll become the voice of our players by communicating with gamers all over the world, promptly prioritizing and reporting their issues, and making sure players' needs and concerns are reflected in game updates

What you'll be doing:

• Provide quality day-to-day support and offer technical advice for players around the world
• Work closely with product and cross-functional teams to promptly prioritize, report technical issues and provide regular feedback to our developers
• Work with automation and AI tools to meet our SLA standards
• Create guides, F.A.Q. pages, and tutorials for new features
• Be the voice of the player base within the business
  

What we need from you:

• Two years of customer support experience in the gaming or IT industry
• Strong customer service skills
• Fluency in English and Russian, exceptional writing skills
• The ability to work independently and without guidance
• The team player attitude and experience working with multiple stakeholders
• A passion for mobile games
  

What we'd like:

• Experience working with Zendesk or Helpshift and task trackers (Asana/Trello/Jira)
• Experience working with third-party vendors
  

What you'll like about us:

• Remote/hybrid options: you can work at our comfortable office or remotely in Georgia
• Professional growth: we offer English lessons with an instructor, pay for trips to professional conferences, and partially reimburse employees for education
• Flexibility: sometimes you just want to try something new. We get it, so we'll support you if you decide you want to switch to a new position, role, or project
• Teamwork: we value the expertise of every member of our team, so we really listen to each other
• Data-driven decision-making: all our product-related decisions are ultimately based on metrics, not subjective feelings
• Plus all the standard stuff: official employment, health insurance, and partial reimbursement for your gym membership
  

The recruitment process will consist of three phases: a test assignment, an interview with our Recruiter, and a technical interview with our Lead Support Manager and Head of Publishing.

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