Answer user requests in Zendesk quickly and clearly, following guidelines
Reply to reviews in the App Store and Google Play through Zendesk
Work closely with developers and QA to speed up problem resolution and track bug fixes
Create, edit, and update internal guides, response templates, and FAQs
Check tickets handled by the outsourcing team to ensure they’re solved correctly
Coordinate communication between the outsourcing team and internal teams
Share knowledge with the outsourcing team and new colleagues
Occasionally cover user communication on Facebook and Instagram

English
C1 level
Russian
C1 level
2+ years of experience in customer support in the gaming industry
Experience with Zendesk and Jira
Collaboration experience with Dev and QA teams
Strong sense of responsibility, attention to detail, and ability to multitask effectively
Proficiency in additional languages (C1 or higher) is a plus
Skills in writing technical documentation or training materials is a plus
Experience with Facebook Business Suite / Instagram Direct is a plus

Support Specialist

Key skills