Support Engineer

• Own the entire support function
• Handle customer requests across in-app chat, email, and web forms
• Write clear, empathetic, and accurate responses in English
• Investigate playback, login, account access, and app issues
• Review contact history and follow troubleshooting procedures
• Collect device details, screenshots, and reproduction steps
• Support coin purchases, missing paid content, cancellations, billing questions, and refund requests
• Verify purchase channels and transaction status
• Take actions within approved policies and access permissions
• Categorize and prioritize tickets using team guidelines
• Maintain accurate records and internal notes
• Escalate tickets with complete context and follow up until actions are complete
• Use the helpdesk, approved macros, workflows, and AI-assisted tools
• Verify generated responses against case details and support guidance
• Flag inaccurate answers or workflow issues
• Update FAQs, knowledge base articles, and internal instructions
• Report recurring issues and suggest practical improvements to the support lead
• Meet response-time, resolution, and quality targets
• Apply QA feedback and follow privacy and account-verification procedures
• Flag workload or case blockers promptly

Explore User Support Engineer at MWDN. Review requirements and application details.

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