Customer Service

We are seeking a dedicated Customer Support Specialist to serve as the primary point of contact for players in the Pakistan region. This role involves promptly addressing technical and gameplay-related issues, ensuring a smooth and enjoyable experience for our gaming community. The ideal candidate will efficiently manage player inquiries through a ticketing system, troubleshoot problems, and collaborate with internal teams to resolve complex cases. Additionally, this position supports game operations by assisting with bug testing and verifying gameplay issues.

Key Responsibilities

- Act as the first point of contact for troubleshooting technical and other player issues within the Pakistan region.
- Respond promptly and accurately to gamers’ inquiries using the ticketing system.
- Investigate, troubleshoot, and resolve customer issues efficiently by following established workflows and company policies.
- Escalate complex or unresolved cases to appropriate departments or teams when necessary.
- Ensure timely follow-ups and provide regular status updates on pending cases.
- Monitor and respond to player feedback and issues posted in Google Play Reviews, escalating when required.
- Provide constructive feedback and suggestions to improve support processes and enhance the overall player experience.
- Assist with game operations activities, including bug testing, issue verification, and reporting gameplay-related problems.

Required Qualifications

- At least 1 year of experience in customer support, preferably handling inquiries through email or ticketing systems.
- Strong written communication skills with excellent grammar and clarity.
- Familiarity with ticketing platforms such as Zendesk and proficiency in Google Workspace tools (Docs, Sheets, etc.) is advantageous.
- Ability to follow detailed workflows and quickly adapt to new tools or processes.
- Comfortable working both independently and collaboratively within a team environment.

Preferred Qualifications and Benefits

- Proficiency in the Urdu language is considered a plus, enhancing communication with the local player base.

This role offers an opportunity to be part of a dynamic team focused on delivering exceptional player support and contributing to the continuous improvement of game operations. If you are passionate about gaming and customer service, and you thrive in a fast-paced environment, this position is an excellent fit.