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Customer Experience Agent - Portugal

Lisbon, Portugal (On-site)

Customer Experience Agent - Portugal

1 Hour ago • All levels • Mobile Development

About the job

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Job Description

This Customer Experience Agent role in Lisbon, Portugal focuses on providing exceptional support to players. Responsibilities include responding to player inquiries via email, in-app chat, and app store reviews; troubleshooting technical issues; escalating complex problems; gathering player feedback; monitoring recurring issues; staying informed on game updates; and participating in team meetings. The ideal candidate possesses previous customer support experience (gaming/tech preferred), basic troubleshooting skills for iOS/Android, excellent written and verbal communication in English (additional languages a plus), strong empathy, problem-solving abilities, organization, attention to detail, and a proactive attitude.

Must have:

Customer support experience
Troubleshooting skills (iOS/Android)
Excellent communication (English)
Empathy and problem-solving
Organization and attention to detail
Proactive attitude

Good to have:

Gaming/tech industry experience
Additional languages

Description

We are seeking a detail-oriented, empathetic, and proactive Customer Experience Agent to join our team. In this role, you’ll handle player inquiries, troubleshoot issues, and share feedback to improve the game experience. You will be the bridge between our players and the development team, ensuring a smooth, enjoyable experience for all.

Key Responsibilities:

● Respond to player inquiries via email, in-app chat, and app store reviews with friendliness, clarity, and professionalism.

● Troubleshoot technical issues and provide guidance to players.

● Escalate complex problems to the development or QA teams and ensure they are resolved promptly.

● Gather player feedback and share insights to help shape game improvements.

● Monitor recurring issues and suggest improvements to the game or support processes.

● Stay informed on game features, updates, and policies to provide accurate, up-to-date support.

● Actively participate in team meetings and contribute ideas for enhancing the player experience.

Requirements

Requirements:

● Previous experience in customer support (experience in the gaming or tech industry is a plus).

● Basic troubleshooting knowledge for iOS and Android devices.

● Exceptional written and verbal communication skills in English (additional languages are a bonus).

● Strong empathy and patience when handling player concerns.

● Excellent problem-solving skills with the ability to think creatively when needed.

● High level of organization and attention to detail.

● Proactive attitude and a commitment to delivering outstanding player support.

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About The Company

Ilyon

9 Active Jobs

Ilyon is a leading mobile games developer and publisher of casual games with hundreds of millions of downloads in Google Play and App Store.

The company was founded in 2013 by a team of game developers and artists who are passionate about developing unique and enjoyable mobile games. Our games are loved by mobile users all over the world, and we are continuously working to add more fun games to our pool.