Support Specialist (US ET Hours)

Wand•New York, NY

7d•Remote

About The Position

Wand makes gaming magical. Through game customization and guidance, we build tools that helps players have more fun in their favorite games. Our platform works across thousands of PC games, ensuring that great games are accessible to everyone, regardless of time constraints, skill level, or accessibility needs. We want to build the future of game assistance, and we're hoping you'll join us. At Wand, we're on a mission to make gaming more fun. We're building the world's ultimate game companion, where millions of PC gamers discover mind-blowing ways to play their favorite games. Founded with a community-first approach, Wand has become the go-to destination for gamers seeking safe and seamless ways to enhance their gaming experience. Our platform unites cutting-edge technology with unwavering security, transforming how players interact with games through innovative features like interactive maps and game assists. What drives us is our deep commitment to the gaming community and our belief that everyone deserves access to extraordinary gaming experiences. We are all gamers at heart, dedicated to building a platform that continually surprises and delights our users.

Requirements

Active PC gamer with deep understanding of gaming culture and mechanics
Strong technical troubleshooting skills and problem-solving ability
Excellent written and verbal communication skills in English
Experience providing customer support via email, chat, or community platforms
Ability to explain technical concepts in user-friendly language
Strong attention to detail and documentation skills
Self-motivated with excellent time management abilities
Stable high-speed internet connection

Nice To Haves

Experience with Wand or similar modding platforms
Knowledge of common gaming issues and troubleshooting methods
Experience using support ticket systems and knowledge bases

Responsibilities

Provide friendly, solution-focused support to our gaming community via Intercom (our support platform)
Troubleshoot technical issues related to game assists, game compatibility, and platform features
Collaborate with our testing team to verify and reproduce user-reported technical issues
Create and update support documentation in our knowledge base
Gather and share user feedback to help improve our products and services
Identify user experience gaps and potential improvements based on support interactions
Maintain response time and quality metrics while delivering personalized support
Identify and escalate complex technical issues or emerging trends