Tier 2 Support Agent

Scorewarrior is a game developer and publisher from Limassol, Cyprus. The company is focused on the 4X strategy genre and ambitiously aims to grow our hit game Total Battle to become the world's No.1 strategy game. At the heart of our Player Care department, our mission is to excite and engage every player with exceptional customer care, ensuring they feel valued and supported throughout their journey with us.

Our Tier 2 Support team helps ensure that our players receive the best possible support by handling complex gameplay questions and game bugs. Tier 2 works closely with our developers to submit reports from their investigations and contribute to our game’s improvement.

In this role, you'll use internal tools to analyze escalated cases and make sure that all the players receive accurate and timely updates. This role is ideal for someone with strong problem-solving skills, who works well in a team, and wants to make a real impact on player experience.

Your Responsibilities:

• Investigate and resolve complex gameplay questions

• Reproduce bugs, gather details on them, and share clear reports with QA and developers

• Keep track of your ongoing cases to update the players and/or the relevant support teams

• Stay up-to-date with game events, updates, mechanics, and system tools to support escalated cases accurately

• Contribute to internal documentation and process improvement

• Be part of the ongoing duty process

Requirements:

• Willingness to work some weekends as part of a rotating schedule

• Fluent in English, both spoken and written

• 2+ years of experience in customer / technical support or QA

• Confident using MySQL

• Familiar with a support ticketing system like Helpshift

• Strong communication skills, problem-solving, and analytical thinking

It would help you to stand out if:

• You have experience with tools such as Clickhouse, Grafana, YouTrack and ability to read client / server logs

• You have a background in gaming or tech, preferably with a developer, publisher, or outsourcing company

• You have additional language skills

• You’re passionate about games

What we offer:   

• The best team in the world!

• An excellent remuneration package, including a 13th salary.

• Full relocation coverage for you and your family to Cyprus (Limassol).

• A modern, sunny office space close to the sea.

• Private health insurance for you and your family members.

• A monthly school allowance for your children at pre-school and school-age.

• Lunch compensation.

• A sports and fitness allowance.

• Company-funded personal development opportunities (professional and language courses, books, etc.).

• Bonuses for outstanding results, years of service, marriage, and childbirth.

• Friendly monthly office parties and epic, annual offsite company birthday and Christmas parties.

Are you ready to build a healthy gaming environment for our players? Then join us at Scorewarrior, where your leadership and vision will have a lasting impact on how our game is experienced by players across the world!