Consultant - Customer Support

Dream Game Studios is a game developer and publisher building console-quality realistic mobile games of international standards from India.

The company is a division of Dream Sports, which has been featured as a ‘Great Place to Work’ by the Great Place to Work Institute for four consecutive years, with brands such as Dream11, FanCode, DreamSetGo, and Dream Foundation in its portfolio.

Founded by India's gaming industry veterans credited with multiple international award-winning games, Dream Game Studios' mission is to reach the hearts of players through deeply engaging, visually stunning, and technically outstanding games.

For more information: https://www.dreamgamestudios.in/

Role

• Manage a high volume of inbound email support tickets related to a wide range of player issues, including technical bugs, billing questions, account-related problems, and in-game queries.
• Monitor and respond to player reviews on app store platforms (e.g., Google Play, Apple App Store), maintaining a positive and professional brand image.
• Provide accurate, concise, and timely resolutions to player issues, ensuring a high level of customer satisfaction.
• Clearly and professionally communicate complex information to players in an easy-to-understand manner.
• Escalate complex or unresolved issues to senior support staff as needed, providing comprehensive documentation and context.
• Identify and report recurring issues, bugs, and player feedback to help improve our games and support processes.
• Maintain accurate records of all customer interactions and solutions within our support platform (e.g., Zendesk)

Must Have

• 0-2 years of experience in a customer support role, preferably in a high-volume email-based environment.
• Exceptional written communication skills with a strong command of grammar, spelling, and punctuation.
• A high degree of empathy and a genuine desire to help players.
• Strong analytical and problem-solving skills with the ability to troubleshoot issues effectively.
• Experience with customer support software (e.g., Zendesk).
• Ability to work independently in a fast-paced, dynamic environment.

Good to have

• Experience within the mobile gaming or technology industry.
• Experience with managing and responding to public reviews on Google Play Console and Apple App Store Connect.
• Proven passion for video games and an understanding of the gaming community.
• Familiarity with iOS and Android operating systems.
• Experience using internal tools for account management and data retrieval.