Customer Support Specialist

Description RealPlay LTD is a fast-growing startup in the Gaming industry, focused on creating innovative and engaging gaming experiences in a dynamic and collaborative environment. We are looking for a Customer Support Specialist to join our team! In this role, you will manage daily support operations, handle escalated customer issues, and improve internal processes and workflows while working closely with the Customer Support Team Lead and other departments.

Responsibilities

Handle Tier 2 customer support escalations and complex issues. Manage and maintain Zendesk workflows, macros, views, and support-related tasks. Support customer service agents with operational questions and escalations. Monitor ongoing issues, identify recurring trends, and suggest improvements. Collaborate with internal departments to resolve operational challenges. Help optimize customer support processes and improve team efficiency. Provide operational coverage and ensure continuity of daily support activities.

Requirements

Requirements Previous experience in Customer Support or Support Operations. Experience working with Zendesk – a strong advantage. Excellent English communication skills, both written and verbal. Strong organizational skills and attention to detail. Ability to multitask, prioritize tasks, and solve problems independently. Analytical mindset with the ability to identify trends and improve processes. Proactive, responsible, and service-oriented approach. Experience in the gaming industry – an advantage.