Customer Service Representative

Employment: Full-time Experience: Associate Education: Bachelor's Degree About the Company We are a growing casual gaming company serving a predominantly older and female gaming audience. Our goal is to provide a seamless, enjoyable, and friendly experience for all players across our gaming ecosystem. We support web-based and downloadable games, and we pride ourselves on high-quality, empathetic customer support. Role Overview As a Customer Support Representative, you will serve as the primary contact for players who need assistance across our gaming platform. You’ll manage and resolve customer inquiries through Zendesk, handling a wide range of issues—from password resets and billing concerns to technical troubleshooting and software reinstallation. This role requires strong communication skills, a calm and patient demeanor, and the ability to navigate multiple tools including refund systems, legacy platforms, and account management utilities. While full product training will be provided, a foundational understanding of software installation, basic tech support, and gaming environments is beneficial. Key Responsibilities - Manage and resolve customer tickets through Zendesk (email and form submissions). - Provide support for a predominantly older, female demographic with patience, clarity, and empathy. - Handle a variety of case types including password resets, billing issues, technical troubleshooting, and gameplay questions. - Troubleshoot software and help customers with installation or reinstallation when needed. - Use internal tools such as refund generators, legacy platform tools, and password-reset utilities. - Accurately document all interactions and follow established workflows. - Escalate issues to higher-level support, QA, or engineering teams when needed. - Contribute to continuous improvement by identifying recurring issues and suggesting process updates. - Maintain a professional, friendly, and player-first approach in all communications. Why Join Us - Support a loyal gaming community and help create delightful player experiences. - Join a collaborative and supportive customer experience team. - Opportunities for growth in customer operations, QA, or technical support. - Competitive pay, benefits, and flexible work arrangements. Requirements Qualifications - 3+ years of customer service experience, preferably in gaming, technical support, or online platforms. - Strong written English skills; able to communicate clearly with older/non-technical customers. - Experience working with Zendesk or similar ticketing systems. - Basic technical aptitude, including software installation and troubleshooting. - Familiarity with PC, Mac, or mobile environments. - Ability to multitask in a fast-paced queue. - Strong problem-solving skills with a player-focused mindset. Preferred Skills - Experience supporting older/non-technical users. - Working knowledge of gaming ecosystems (web, downloadable PC games, mobile). - Familiarity with billing systems and digital payments. - Experience with internal support tools (refund tools, legacy systems, account/password reset tools). - Ability to diagnose common software and application issues. Benefits Free lunch meal, fruits, snacks, and drinks Onsite gym with a free professional instructor Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP Weekly engagement activities with prizes that are up to 3,000 PHP Free upskilling academy to improve your performance and skillset State-of-the-art facilities from toilets to your workstation Amenities such as sleeping quarters, game area, chat room, shower room