Support Lead/Seniour Support Specialist $900-1000

SnoopGame is a leading game testing company that has been part of the game development industry since 2015. We provide outsourced and outstaffed QA and Art services to clients worldwide — from casual games to complex AAA projects. Our team consists of 130+ professionals, with the main office located in Ukraine.
We are currently looking for a Support Lead/Seniour Support Specialist a key figure who will serve as the main link between players and developers. This specialist will be responsible for thoroughly reviewing user requests, responding quickly to challenges, and ensuring effective solutions to any issues that arise. Their role is essential in enhancing the player experience and providing valuable feedback to the development team.
 
Requirements:
— Confident knowledge of English (Upper-Intermediate +).
— Strong communication skills.
— Creative thinking and problem-solving abilities.
— High level of attention to detail.
— Excellent time management and organizational skills.
— Customer-oriented mindset with a genuine desire to assist others.
— Experience building support processes from 0
 
Responsibilities:
— Helping players in solving in-game and technical issues.
— Holding communication with the client
— Building support process and keeping track on the KPIs
— Managing and organizing all support effort(potentially +1 support person at the start)
— Processing user requests within the framework of targets (KPI).
— Investigation of in-game situations.
— Working with user reviews 
— Drafting instructions, F.A.Q, processes

It will be a plus:

— Experience with Helpshift.
— Experience in technical support.
— Experience in the gaming industry.