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Shared by 
about 1 month ago
Requirements and responsibilities
For Bullet Echo, we're looking for a Junior Support Agent to join our player experience team.This role is not just about answering tickets. It's about being the front line of communication with players — resolving issues, maintaining a positive experience, and representing the game in every interaction. It's a junior role, but not a passive one. We're looking for someone who takes ownership of their queue, communicates clearly, and doesn't need to be told twice.What You'll DoHandle player support tickets via Helpshift (gameplay, account, technical issues)Respond to players in a clear, helpful, and structured wayModerate player reports related to rule violations (cheating, misconduct)Escalate issues when needed and collaborate with the teamOccasionally report bugs based on player feedbackMaintain and update internal knowledge base and help center articlesFlag outdated or missing documentation and contribute to keeping it currentMaintain consistent performance across response quality and speedSupport the team with various operational tasks beyond direct player communicationWhat We're Looking ForBasic digital literacy (browser, email, Google tools)Stress tolerance — ability to handle direct or aggressive communicationService mindset — empathy, patience, and a positive attitudeFluency in both English and Russian would be considered an advantageAbility to make decisions independently without constant supervisionExperience in customer support or service roles is a plusStrong written communication skills — able to explain things clearly and conciselyAttentive to detail — able to spot recurring issues and connect the dots across player reportsNice to HaveGaming background (PC, console, or mobile) is a strong plusExperience with any helpdesk or ticketing platform (Helpshift, Zendesk, Freshdesk, etc.)Moderation experience — Discord, Telegram, forums, or similar communitiesWhy this role is interestingOur projects are live games with a real, active player base — which means the work here is never abstract. You're not testing hypothetical scenarios or filling out forms into the void. Every ticket is a real person who ran into a real problem, and your response actually matters to themYou'll also get an honest look at how a mobile game operates from the inside: what players care about, where things break, how teams coordinate when something goes wrong
Optionally, you can add more information later (benefits, pre-screening questions, etc.)