Customer Service Representative

Job Title: Customer Support Representative – Gaming Platform

Experience Level: 3+ Years

Employment Type: Full-Time

Location: On-site

About the Company

We are a growing casual gaming company serving a predominantly older and female gaming audience. Our goal is to provide a seamless, enjoyable, and friendly experience for all players across our gaming ecosystem. We support web-based and downloadable games, and we pride ourselves on high-quality, empathetic customer support.

Role Overview

As a Customer Support Representative, you will serve as the primary contact for players who need assistance across our gaming platform. You’ll manage and resolve customer inquiries through Zendesk, handling a wide range of issues—from password resets and billing concerns to technical troubleshooting and software reinstallation.

This role requires strong communication skills, a calm and patient demeanor, and the ability to navigate multiple tools including refund systems, legacy platforms, and account management utilities. While full product training will be provided, a foundational understanding of software installation, basic tech support, and gaming environments is beneficial.

Key Responsibilities

• Manage and resolve customer tickets through Zendesk (email and form submissions).

• Provide support for a predominantly older, female demographic with patience, clarity, and empathy.

• Handle a variety of case types including password resets, billing issues, technical troubleshooting, and gameplay questions.

• Troubleshoot software and help customers with installation or reinstallation when needed.

• Use internal tools such as refund generators, legacy platform tools, and password-reset utilities.

• Accurately document all interactions and follow established workflows.

• Escalate issues to higher-level support, QA, or engineering teams when needed.

• Contribute to continuous improvement by identifying recurring issues and suggesting process updates.

• Maintain a professional, friendly, and player-first approach in all communications.

Why Join Us

• Support a loyal gaming community and help create delightful player experiences.

• Join a collaborative and supportive customer experience team.

• Opportunities for growth in customer operations, QA, or technical support.

• Competitive pay, benefits, and flexible work arrangements.

Requirements

Qualifications

• 3+ years of customer service experience, preferably in gaming, technical support, or online platforms.

• Strong written English skills; able to communicate clearly with older/non-technical customers.

• Experience working with Zendesk or similar ticketing systems.

• Basic technical aptitude, including software installation and troubleshooting.

• Familiarity with PC, Mac, or mobile environments.

• Ability to multitask in a fast-paced queue.

• Strong problem-solving skills with a player-focused mindset.

Preferred Skills

• Experience supporting older/non-technical users.

• Working knowledge of gaming ecosystems (web, downloadable PC games, mobile).

• Familiarity with billing systems and digital payments.

• Experience with internal support tools (refund tools, legacy systems, account/password reset tools).

• Ability to diagnose common software and application issues.

Benefits

Why you'll love it here?

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.