Support Agent
Exmox
Support Agent
As a Support Agent at exmox, you will manage the daily flow of user inquiries, directly impacting how millions of people interact with our products. You will work at the intersection of technical problem-solving and user retention, providing timely support that allows our community to enjoy our offers without interruption. You will join a collaborative team of support agents based in the Manila area, working closely with our Germany-based internal support team to deliver top-tier service worldwide.
What You'll Own
- User Assistance: Handle a wide range of inquiries via helpdesk tools, resolving account-related, technical, and app-specific questions.
- Issue Resolution: Deep-dive into technical issues to find solutions that help users continue enjoying their gaming offers.
- Workflow Management: Manage complex support workflows, prioritizing tasks effectively to meet response time goals.
- Global Collaboration: Work alongside our remote team in the Philippines and internal teams to maintain a consistent and high-standard support experience.
- Proactive Feedback: Identify recurring bugs or user pain points and share insights with the team to help improve the product.
What You Bring
- Experience: Previous experience in customer support or a professional background demonstrating strong interpersonal skills and situational awareness; Experience in mobile gaming and player support is a big plus.
- Language: Advanced proficiency in written and spoken English.
- Technical Interest: A genuine interest in technical support environments and the mobile gaming industry.
- Mindset: A proactive, solution-oriented approach with the ability to manage tasks independently.
- Tools: Familiarity with helpdesk software like Zendesk is a strong plus.
If you're nodding along while reading this, that's a good sign. Apply with your CV in English, we're excited to meet you!
What You Can Expect
- Location: 100% Work from Home (must be based in Metro Manila).
- Shifts: Full-time (40h/week, Mon-Sun) on rotating shift roster. To maintain 24/7 support, night shifts are scheduled on a rotating basis across the team. Overtime hours may also be required based on business needs.
- Public Holidays: Working on public holidays may be required on an as-needed basis.
- Equipment: We've got you covered - all necessary work hardware will be provided.
- Paid Time Off: 15 days of PTO, with an increase of 1 additional day each year up to a maximum of 20 days.
Vacancy posted 5 days ago
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