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Support executive

2 weeks ago

Surat, India XSQUADS Tech Private Limited Full time

Job Title: Support Executive – Games   Department: Player Support Location: Remote/On-site Time: 9 AM - 6 PM (First Shift), 5 PM - 2 AM (Second Shift), 1 AM - 10 AM (Night Shift) No. of vacancies: 3   Job Overview: We are seeking a proactive and detail-oriented Support Executive to manage all incoming player support communications across multiple channels including email, Whats App, and Discord for our games. The candidate will be responsible for replying to players, organizing reports, coordinating with internal departments, and ensuring smooth issue tracking and follow-ups.   Key Responsibilities: Handle and reply to all player support mails, Whats App messages, and Discord tickets or DMs related to company games. Collect, categorize, and document bug reports, gameplay issues, and player feedback from all support channels. Prepare daily and weekly reports summarizing key issues, player sentiments, and resolutions. Communicate important reports or recurring issues to the relevant departments (e.g., QA, Backend, Unity, or Design teams). Take follow-ups with respective teams to ensure timely issue resolution. Maintain and update the support tracking system to ensure all queries are properly logged and closed. Provide clear, polite, and brand-aligned responses to players to maintain positive engagement and trust. Coordinate with QA and Live Ops teams for bug verification and retesting when required. Identify repeated issues and propose improvements to FAQs, help articles, or automated support flows. Requirements: Excellent written and verbal communication skills (English and Hindi preferred). Strong organizational and time-management skills. Basic understanding or strong interest in mobile games . Proficiency in Google Sheets / Excel, Email tools, Whats App Web, and Discord . Ability to multitask and manage multiple support threads efficiently. Prior experience in player support, customer service, or operations is a plus. Bonus Skills (Preferred): Experience using bug tracking or task management tools like Click Up, Jira, or Trello. Familiarity with Discord moderation or ticket bots . Understanding of gaming communities, terminology, and player expectations. How to Apply? Send your resume to with the subject: Application: Support Executive – Games