Support Agent

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 Do Handle player support tickets via Helpshift (gameplay, account, technical issues) Respond to players in a clear, helpful, and structured way Moderate player reports related to rule violations (cheating, misconduct) Escalate issues when needed and collaborate with the team Occasionally report bugs based on player feedback Maintain and update internal knowledge base and help center articles Flag outdated or missing documentation and contribute to keeping it current Maintain consistent performance across response quality and speed Support the team with various operational tasks beyond direct player communication What We're Looking For Basic digital literacy (browser, email, Google tools) Stress tolerance — ability to handle direct or aggressive communication Service mindset — empathy, patience, and a positive attitude Fluency in both English and Russian would be considered an advantage Ability to make decisions independently without constant supervision Experience in customer support or service roles is a plus Strong written communication skills — able to explain things clearly and concisely Attentive to detail — able to spot recurring issues and connect the dots across player reports Nice to Have Gaming background (PC, console, or mobile) is a strong plus Experience with any helpdesk or ticketing platform (Helpshift, Zendesk, Freshdesk, etc.) Moderation experience — Discord, Telegram, forums, or similar communities Why this role is interesting Our 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 them You'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 As part of the recruitment process, we will need to process your personal data in order to review your application and communicate with you. You can find more information about how we handle your data in our Recruitment Privacy Notice