Tier 2 Support Agent

Scorewarrior is a game developer and publisher from Limassol, Cyprus. The company is focused on the 4X strategy genre and ambitiously aims to grow our hit game Total Battle to become the world's No.1 strategy game. At the heart of our Player Care department, our mission is to excite and engage every player with exceptional customer care, ensuring they feel valued and supported throughout their journey with us.

Our Tier 2 Support team helps ensure that our players receive the best possible support by handling complex gameplay questions and game bugs. Tier 2 works closely with our developers to submit reports from their investigations and contribute to our game’s improvement.

In this role, you'll use internal tools to analyze escalated cases and make sure that all the players receive accurate and timely updates. This role is ideal for someone with strong problem-solving skills, who works well in a team, and wants to make a real impact on player experience.

Your Responsibilities:

• Investigate and resolve complex gameplay questions

• Reproduce bugs, gather details on them, and share clear reports with QA and developers

• Keep track of your ongoing cases to update the players and/or the relevant support teams

• Stay up-to-date with game events, updates, mechanics, and system tools to support escalated cases accurately

• Contribute to internal documentation and process improvement

• Be part of the ongoing duty process