Support Agent

ZeptoLab

About The Position

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.

Requirements

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 Haves

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

Responsibilities

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Flag outdated or missing documentation and contribute to keeping it current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

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