Game Customer Support Representative

Game Customer Support Representative
Setúbal
Setúbal, Setubal, Portugal

Working Schedule:

• Russian: 5 headcount (7×24h coverage)
• Polish: 3 headcount (7×16h coverage)
• (Tentative working hours: 10:00–02:00 Poland local time)

Job Summary

We are looking for experienced and passionate Game Customer Support Representatives to join our
- site team. The successful candidates will provide
- quality customer service and technical support for an SLG-type game , ensuring an excellent player experience through efficient issue resolution and empathetic communication.

Key Responsibilities

• Handle player inquiries related to account issues,
  - up/payment problems, game information, and verification requests .
• Manage and resolve tickets and messages submitted through
  - game, email, or
  - based channels.
• Provide professional, timely, and accurate responses to players to maintain a positive experience.
• Support basic LQA (Linguistic Quality Assurance) tasks when needed to help ensure localization quality.
• Identify and report potential player complaints or
  - related issues promptly to the management team.
• Collaborate with internal teams to escalate and resolve complex or urgent cases.
• Be flexible and able to work overtime when required by project needs .

Requirements

• Proficient in SLG (Simulation & Strategy) games , with a strong understanding of gameplay and player behavior.
• Previous customer service experience , preferably in the gaming industry .
• High emotional intelligence (EQ) — able to communicate with empathy and handle sensitive situations.
• Strong
  - solving and multitasking abilities.
• English proficiency at B2 level or above .
• Ability to work on-site and in a shift-based schedule according to project requirements.

Preferred Qualifications

• Experience with game customer support or localization .
• Background in game operations or community management .
• Outstanding fluency in Russian / Polish , depending on assigned market.