Support Specialist / Специалист технической поддержки

We are currently looking for a proactive Support Specialist to join a top-performing product - a true leader in its category, supported by a strong and friendly team with deep industry expertise.

Key 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.

Requirements:

• 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.

It'll be a plus:

• Proficiency in additional languages (C1 or higher).
• Skills in writing technical documentation or training materials.
• Experience with Facebook Business Suite / Instagram Direct.

What We Offer:

• Employment according to the Labor Code of the Republic of Belarus (the company is the resident of the PVT).
• Extended health insurance policy from the first month of work.
• Additional payments for sick leaves and days off.
• Sport Days, Teambuilding Events and Parties.
• Breakfast and healthy snacks in the office.
• Gifts and bonuses for employees on significant dates (birthday, wedding, birth of children).
• Relaxation room in the office.
• Competitive salary and benefits package.
• Opportunity to work with a talented and passionate team in a creative and dynamic environment.
• Flexible working hours and remote/office work options.
• Career growth and professional development opportunities.
• A fun and inclusive company culture that celebrates diversity and creativity.

* The position has been posted in anticipation of its official opening.

* Вакансия открыта в связи с перспективой потребности в работнике.

Join us and let’s create great product together!