hyperhug - Support Agent
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Requirements
• Experience in customer support (gaming/mobile preferred). • Strong written English and clear, friendly communication. • Fluent Russian - internal communication and documentation. • 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 Saturday–Wednesday, from 03:00 AM to 11:00 AM (UTC+3).
Responsibilities
• 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). • Handle Russian/English reviews via Appfollow: respond, categorize, escalate key issues. • 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.
Benefits
• Competitive salary and remote work format. • Working schedule: Saturday–Wednesday, 03:00 AM – 11:00 AM (UTC+3). • 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.
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