Support Manager in Murka

JOB DESCRIPTION

We are looking for a Support Manager to join our team at Murka Games. The Support Specialist is the main link between players and developers, exploring all the wishes of users and the problems they may encounter, as well as being the first to come to help users.

RESPONSIBILITIES

- follow a schedule — for now, we work during the day, without night shifts; working hours from 8:00-00:00 in two shifts (8:00-16:00, 16:00-00:00) with floating 2 days off per week. During second week you will have 5 morning shifts + 5 afternoon shifts + 4 weekends. Once a month your weekend will coincide with the calendar weekend (Sat-Sun)

- help players in solving in-game and technical issues

- process user requests within the framework of targets (KPI)

- investigate in-game situations

- track Facebook fan pages, replying to users in private messages, and making comments under their posts

- work with user reviews in the Google Console

- report on users' activity based on data from AppAnnie, Helpshift, and Zendesk

- draft instructions and F.A.Q

REQUIREMENTS

- Level of English – Upper-Intermediate or Advanced

- sociability

- creativity

- attentiveness

- ability to organize work time effectively

- keep focus on customers’ needs, have a strong desire to help people

NICE TO HAVE

- knowledge of other foreign languages

- experience with Helpshift/Zendesk

- experience in technical support

- experience in the gaming industry