Support Agent

About HyperHug

HyperHug is an international game development studio specializing in the shooter genre. We're developing Oxide: Survival Island, an immersive multiplayer survival shooter for mobile platforms.

The Role

We're looking for a Support Agent to help us deliver fast, friendly, and accurate assistance to our players.

Responsibilities

• Respond to player inquiries with clarity and empathy
• Correctly categorize, tag, investigate, and escalate tickets when needed
• Review complaints, verify evidence, and apply account actions including bans when appropriate
• Perform required actions in internal tools and systems to resolve player cases
• Update and create FAQ and knowledge base articles, proofread content for new releases
• Monitor Discord community for bug reports and player issues
• Validate community bug reports and prepare structured bug tickets for the development team
• Support and create SDK automations by adjusting rules and reporting errors
• Handle Russian and English reviews via Appfollow: respond, categorize, and escalate key issues
• Monitor recurring problems, identify incidents, and provide analysis