About this role
About the Company
We are a growing casual gaming company serving a predominantly older and female gaming audience. Our goal is to provide a seamless, enjoyable, and friendly experience for all players across our gaming ecosystem. We support web-based and downloadable games, and we pride ourselves on high-quality, empathetic customer support.
Role Overview
As a Customer Support Representative, you will serve as the primary contact for players who need assistance across our gaming platform. You’ll manage and resolve customer inquiries through Zendesk, handling a wide range of issues—from password resets and billing concerns to technical troubleshooting and software reinstallation.
This role requires strong communication skills, a calm and patient demeanor, and the ability to navigate multiple tools including refund systems, legacy platforms, and account management utilities. While full product training will be provided, a foundational understanding of software installation, basic tech support, and gaming environments is beneficial.
Key Responsibilities
- Manage and resolve customer tickets through Zendesk (email and form submissions).
- Provide support for a predominantly older, female demographic with patience, clarity, and empathy.
- Handle a variety of case types including password resets, billing issues, technical troubleshooting, and gameplay questions.
- Troubleshoot software and help customers with installation or reinstallation when needed.
- Use internal tools such as refund generators, legacy platform tools, and password-reset utilities.
- Accurately document all interactions and follow established workflows.
- Escalate issues to higher-level support, QA, or engineering teams when needed.
- Contribute to continuous improvement by identifying recurring issues and suggesting process updates.
- Maintain a professional, friendly, and player-first approach in all communications.
Why Join Us
- Support a loyal gaming community and help create delightful player experiences.
- Join a collaborative and supportive customer experience team.
- Opportunities for growth in customer operations, QA, or technical support.
- Competitive pay, benefits, and flexible work arrangements.
Requirements
Qualifications
- 3+ years of customer service experience, preferably in gaming, technical support, or online platforms.
- Strong written English skills; able to communicate clearly with older/non-technical customers.
- Experience working with Zendesk or similar ticketing systems.
- Basic technical aptitude, including software installation and troubleshooting.
- Familiarity with PC, Mac, or mobile environments.
- Ability to multitask in a fast-paced queue.
- Strong problem-solving skills with a player-focused mindset.
Preferred Skills
- Experience supporting older/non-technical users.
- Working knowledge of gaming ecosystems (web, downloadable PC games, mobile).
- Familiarity with billing systems and digital payments.
- Experience with internal support tools (refund tools, legacy systems, account/password reset tools).
- Ability to diagnose common software and application issues.
Benefits
- Free lunch meal, fruits, snacks, and drinks
- Onsite gym with a free professional instructor
- Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
- Weekly engagement activities with prizes that are up to 3,000 PHP
- Free upskilling academy to improve your performance and skillset
- State-of-the-art facilities from toilets to your workstation
- Amenities such as sleeping quarters, game area, chat room, shower room