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X-FLOW · 1 day ago

Support Specialist

United States

Full-time

Remote

Entry Level

2+ years exp

X-FLOW is a mobile game development company known for its successful app, Happy Color. They are seeking a proactive Support Specialist to join their in-house support team, responsible for addressing user requests and coordinating communication between various teams.

AndroidGamingiOSMobile Apps

Responsibilities

Answer user requests in Zendesk (email) quickly and clearly, following our 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; keep the knowledge base up to date

Check tickets handled by the outsourcing team to make sure they’re solved correctly and match our processes; fix tags if needed and give feedback to the outsourcing team

Coordinate communication between the outsourcing team and internal teams (Development, QA, Marketing, Legal, SMM)

Share knowledge with the outsourcing team and new colleagues

Occasionally cover user communication on Facebook and Instagram (via Facebook Business Suite and Instagram Direct), when the other in-house specialist is on vacation

Occasionally play our product to stay in touch with user experience and gameplay mechanics

Qualification

Customer support experienceZendeskCollaboration with DevQAJiraEnglish - C1 levelMultitaskingFacebook Business SuiteInstagram DirectAdditional languagesAttention to detailTechnical documentation

Required

English - 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, including escalation and follow-up communication skills

Strong sense of responsibility, attention to detail, and ability to multitask effectively

Preferred

Proficiency in additional languages (C1 or higher)

Skills in writing technical documentation or training materials

Experience with Facebook Business Suite / Instagram Direct

Benefits

Competitive salary and benefits package.

Flexible remote/office working options.

Opportunity to impact a global product with millions of active users.

A creative, dynamic environment with a talented and friendly team.

Professional growth and leadership opportunities.

Company

X-FLOW

X-Flow is a game company.

Founded in 2018

Limassol, Limassol, CYP

51-200 employees

https://xflowgames.com

Funding

Current Stage

Growth Stage

Leadership Team

Alexander Malykhin

Co-founder

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Company data provided by crunchbase