Customer Support Representative

About the Role:

We are looking for a Customer Support Agent based in Pakistan to provide world-class IT support during UTC [day or night time hours] . This role is critical in ensuring our global user base receives timely, high-quality assistance, while also directly contributing to company growth through collaboration and process improvement.

We are hiring for the following shifts:

• 2:00 AM – 10:00 AM UTC: 1 Agent — Weekdays only
• 10:00 AM – 6:00 PM UTC: 1 Agent — Weekdays & Weekends
• 6:00 PM – 2:00 AM UTC: 2 Agents — 1 for Weekdays & Weekends, and 1 for Weekdays only

Support Operations

• Respond to customer inquiries through Zendesk Helpdesk, Discord priority tickets, and Discord public channels.
• Troubleshoot issues, escalate when necessary, and ensure resolutions are well-documented.
• Manage and maintain the user base via the admin panel with accuracy and attention to detail.

Team Contributions

• Contribute directly to quarterly team & company OKRs, ensuring alignment with strategic goals.
• Actively participate in scheduled CX team meetings to share updates, raise concerns, and review progress.
• Join weekly Company All-Hands meetings every Monday to stay aligned with company-wide initiatives.

Cross-Functional Collaboration

• Work closely with Product and Engineering teams to communicate recurring user pain points, bugs and related problems in proper formatting.
• Provide structured feedback to help improve workflows, features, and customer satisfaction.

Continuous Improvement

• Document processes, FAQs, and common troubleshooting steps to strengthen the knowledge base.
• Maintain a customer-first mindset while balancing company priorities.

Requirements for Position

• 2 Years of Customer Support or CX Experience (Gaming & Tech preferred)
• 2 Years of Windows IT Experience
• Familiarity with Discord or other media platforms (Zendesk preferred)
• Excellent written and verbal English communication skills
• Technical background or interest in software/product troubleshooting
• Strong problem solving mindset with attention to detail
• Comfort with using web based tools and platforms

Desirable Qualities

• Previous experience in gaming environments

Why Hone?

• Fully remote
• Gaming Industry Impact
• A fun and friendly work environment

If this sounds like the perfect opportunity for you, please apply now. We look forward to hearing from you