Support Engineer

• Own the entire support function for a mobile-first micro-drama entertainment app
• Handle customer requests through 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 collect device details, screenshots, and reproduction steps
• Support coin purchases, missing paid content, cancellations, billing questions, and refund requests
• Verify purchase channels and transaction statuses and take actions within approved policies and permissions
• Categorize and prioritize tickets, maintain accurate records and internal notes, and escalate with complete context
• Follow up with users and internal teams until actions are complete
• Use helpdesk tools, macros, workflows, and approved AI-assisted tools
• Review AI-generated responses for accuracy and flag inaccurate answers or workflow issues
• Update FAQs, knowledge base articles, and internal instructions
• Report recurring issues and suggest improvements to the support lead
• Meet response-time, resolution, and quality targets
• Apply QA feedback, follow privacy and account-verification procedures, and flag blockers

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

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