Job Description
We are looking for a Technical Customer Support Specialist - Mobile Games to manage end-to-end player support across multiple channels. The role involves investigating and resolving player issues, troubleshooting technical problems, handling purchase and account-related concerns, and collaborating closely with Product, Engineering, QA, and LiveOps teams.
The ideal candidate should have strong problem-solving and communication skills, attention to detail, and an interest in mobile games. You will play an important role in ensuring a smooth player experience while helping internal teams identify and resolve recurring product issues.
Key Responsibilities
- Provide timely, professional, and high-quality support to players across multiple channels.
- Investigate and resolve technical and gameplay-related issues, :
- Troubleshoot issues and identify possible root causes before escalating them to relevant teams.
- Escalate complex or critical issues to Product, Engineering, QA, and LiveOps with clear reproduction steps, screenshots/videos, logs, and other supporting evidence.
- Follow up on escalated cases and ensure issues are resolved within agreed timelines.
- Identify recurring player complaints and technical issues and share trends with relevant stakeholders.
- Provide actionable feedback to improve product quality, player experience, monetization, and technical performance.
- Maintain and improve support workflows, SOPs, macros, FAQs, and knowledge base documentation.
- Monitor support metrics including ticket volume, response time, resolution time, and issue categories.
- Prepare regular reports highlighting key support trends, recurring issues, and improvement opportunities.
- Handle sensitive cases involving refunds, compensation requests, payment disputes, and account-related concerns professionally and according to company guidelines.
- Maintain clear and accurate records of player interactions and issue resolutions.
- Work closely with cross-functional teams to improve support processes and the overall player experience.
Requirements
- 1–3 years of experience in Technical Customer Support, Customer Support, Player Support, Game Support, or a similar role.
- Strong interest in mobile games and the gaming industry.
- Excellent written and verbal communication skills.
- Strong troubleshooting, analytical, and problem-solving abilities.
- Ability to investigate issues and communicate technical problems clearly.
- Strong attention to detail when reviewing receipts, purchase records, account information, and player claims.
- Ability to manage multiple support cases and prioritize urgent issues.
- Comfortable working with ticketing/support systems, spreadsheets, and documentation tools.
- Strong ownership and ability to work independently as well as with cross-functional teams.
