Junior Support Agent

ZeptoLab is looking for a Junior Support Agent to join the player experience team for Bullet Echo. This role focuses on helping players with gameplay, account, and technical issues, maintaining clear communication, resolving support tickets, and improving the overall player support experience.

Handle player support tickets via Helpshift.
Respond to players in a clear, helpful, and structured way.
Support players with gameplay, account, and technical issues.
Moderate player reports related to cheating, misconduct, and rule violations.
Escalate complex issues when needed.
Report bugs based on player feedback.
Maintain and update internal knowledge base and help center articles.
Flag missing or outdated documentation.
Keep strong performance in response quality and speed.
Support the team with daily operational tasks.

Basic digital literacy, including browser, email, and Google tools.
Strong written communication skills.
Ability to explain information clearly and concisely.
Stress tolerance and ability to handle direct player communication.
Service mindset with empathy, patience, and positive attitude.
Ability to make decisions independently.
Attention to detail and ability to spot recurring issues.
Customer support or service experience is a plus.
English and Russian language skills are an advantage.
Gaming background is a strong plus.
Experience with Helpshift, Zendesk, Freshdesk, or similar platforms is a plus.

ZeptoLab is a global mobile game development company known for creating popular casual games such as Cut the Rope. The company specializes in designing engaging, physics-based gameplay experiences for mobile platforms, combining creativity, storytelling, and innovative mechanics. ZeptoLab develops and publishes games for a worldwide audience, focusing on entertainment, accessibility, and high-quality user experiences.