Middle Support Agent

We are Belka Games. Our team is among the top-20 grossing companies in Europe according to data.ai statistics, and our projects' audience has surpassed the milestone of 110 million players.

We're looking for an experienced Support Agent who shares our passion for games. As part of the broader publishing team, you'll become the voice of our players by communicating with gamers all over the world, promptly prioritizing and reporting their issues, as well as making sure players' needs and concerns are reflected in game updates.

What you'll be doing:

• Providing quality day-to-day support and offering technical advice for players around the world
• Working closely with product and cross-functional teams to promptly prioritize, report technical issues, and provide regular feedback to our developers
• Creating guides, FAQ pages, and tutorials for new features in accordance with Belka Games Support standards
• Acting as the voice of the player base within the business

What we need from you:

• Two years of customer support experience in the gaming or IT industry
• Strong customer service skills
• Fluency in English and Russian and exceptional writing skills
• The ability to work independently and without guidance
• A team-player attitude and experience working with multiple stakeholders
• A passion for mobile games

What we'd like:

• Experience working with Zendesk or Helpshift and task trackers (Asana/Trello/Jira)
• Experience working with third-party vendors

What makes us cool:

• Remote/hybrid options: You can work at our comfortable office or remotely in Georgia.
• Professional growth: We offer English lessons with an instructor, pay for trips to professional conferences, and partially reimburse employees for education.
• Flexibility: Sometimes you just want to try something new. We get it, so we'll support you if you decide you want to switch to a new position, role, or project.
• Teamwork: We value the expertise of every member of our team, so we really listen to each other.
• Data-driven decision-making: All our product-related decisions are ultimately based on metrics, not subjective feelings.
• Plus all the standard stuff: Official employment, health insurance, and partial reimbursement for your gym membership.

The recruitment process will consist of three phases: a test assignment, an interview with our Recruiter, and a technical interview with our Lead Support Manager and Head of Publishing.