Support Executive

23 hours ago

Surat, Gujarat, India XSQUADS Tech Private Limited Full time

Job Title:
Support Executive – Games

Department:
Player Support

Location:
Remote/On-site

Job Overview:

We are seeking a proactive and detail-oriented
Support Executive
to manage all incoming
player support communications
across multiple channels including
email, WhatsApp, 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, WhatsApp 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 LiveOps 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, WhatsApp 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 ClickUp, 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

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