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Xsolla

Posted 1 month ago

Open

Customer Support Representative

RussiaRemoteFull-time

AI Summary

A Customer Support Representative at Xsolla assists global gamers and partners across multiple channels, resolving payment and purchase issues in English and Russian.

About this role

ABOUT YOU
Join our dynamic International Support Team at Xsolla and play a pivotal role in ensuring seamless experiences for our global user base. As part of our multilingual support team, you'll have the exciting opportunity to assist gamers and partners around the world, helping resolve issues and build lasting relationships. If you're empathetic, love helping people, and enjoy problem-solving, this is your chance to contribute to the gaming industry in a meaningful way. Work alongside passionate professionals, interact with game developers, and make a real impact on the gaming community!
ABOUT US
Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.
For more information, visit xsolla.com.

RESPONSIBILITIES

  • Assist players with payment and purchase issues across various communication channels (email, live chat, etc.).
  • Provide support in English and Russian ensuring that players and partners feel heard and understood.
  • Collaborate with game developers and other internal teams to resolve issues and ensure smooth player experiences.
  • Handle multilingual requests and inquiries, quickly identifying and troubleshooting problems.
  • Monitor system performance and escalate technical issues to relevant departments.
  • Work efficiently within a team, providing timely updates on support cases and ensuring players' needs are met.

    • REQUIREMENTS

  • Fluent in both English and Russian (spoken and written), with strong communication skills.
  • A natural problem-solver who enjoys helping people and providing excellent customer service.
  • Be willing to work a 2x2 schedule with night shifts
  • Strong multitasking skills and the ability to quickly absorb and utilize large amounts of information.
  • Able to explain difficult concepts in a clear and easy-to-understand way to users, partners, and teammates.
  • Fresh graduates are welcome to apply, provided you have the right attitude and eagerness to learn.
  • Ability to work in a fast-paced environment and remain calm under pressure.

    • NICE TO HAVE

  • Prior experience in customer support roles is an advantage.
  • Proficiency in additional foreign languages is a bonus.
  • Strong team player with a proactive mindset, able to find creative solutions to user challenges.

    • Skills

    Customer SupportEmailIssue EscalationLive ChatMultilingual SupportSystem MonitoringTroubleshooting

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