Support Agent

For Bullet Echo, we're looking for a Junior Support Agent to join our player experience team.

This role is not just about answering tickets. It's about being the front line of communication with players — resolving issues, maintaining a positive experience, and representing the game in every interaction. It's a junior role, but not a passive one. We're looking for someone who takes ownership of their queue, communicates clearly, and doesn't need to be told twice.

What You'll Do

• Handle player support tickets via Helpshift (gameplay, account, technical issues)

• Respond to players in a clear, helpful, and structured way

• Moderate player reports related to rule violations (cheating, misconduct)

• Escalate issues when needed and collaborate with the team

• Occasionally report bugs based on player feedback

• Maintain and update internal knowledge base and help center articles

• Flag outdated or missing documentation and contribute to keeping it current

• Maintain consistent performance across response quality and speed

• Support the team with various operational tasks beyond direct player communication

What We're Looking For

• Basic digital literacy (browser, email, Google tools)

• Stress tolerance — ability to handle direct or aggressive communication

• Service mindset — empathy, patience, and a positive attitude

• Fluency in both English and Russian would be considered an advantage

• Ability to make decisions independently without constant supervision

• Experience in customer support or service roles is a plus

• Strong written communication skills — able to explain things clearly and concisely

• Attentive to detail — able to spot recurring issues and connect the dots across player reports

Nice to Have

• Gaming background (PC, console, or mobile) is a strong plus

• Experience with any helpdesk or ticketing platform (Helpshift, Zendesk, Freshdesk, etc.)

• Moderation experience — Discord, Telegram, forums, or similar communities

Why this role is interesting

• Our projects are live games with a real, active player base — which means the work here is never abstract. You're not testing hypothetical scenarios or filling out forms into the void. Every ticket is a real person who ran into a real problem, and your response actually matters to them

• You'll also get an honest look at how a mobile game operates from the inside: what players care about, where things break, how teams coordinate when something goes wrong