Tier 2 Support Agent - Evening Shift

3 Months ago • All levels

Customer Service

Job Description

Scorewarrior, a game developer and publisher based in Limassol, Cyprus, is seeking a Tier 2 Support Agent for their evening shift. This role is crucial for their Player Care department, aiming to provide exceptional customer support for their hit game, Total Battle. The Tier 2 Support team handles complex gameplay questions and game bugs, working closely with developers to improve the game. Responsibilities include investigating and resolving escalated cases, reproducing bugs, submitting detailed reports to QA and developers, keeping players updated on ongoing cases, staying current with game updates and tools, contributing to internal documentation, and participating in the duty process. The ideal candidate possesses strong problem-solving skills, works well in a team, and is eager to positively impact player experience.

Good To Have:

Strong problem-solving skills
Teamwork
Impact player experience

Must Have:

Investigate and resolve complex gameplay questions
Reproduce bugs and submit clear reports
Update players on ongoing cases
Stay updated with game mechanics and tools
Contribute to internal documentation

Add these skills to join the top 1% applicants for this job

quality-control

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