Customer Support Representative

Schedule

Monday to Friday

6pm to 3am OR 2 am - 11 am (Pakistan time)

Type

Full-time

Position Overview

As a Customer Service Agent for UserWise Services, you play a crucial role in delivering exceptional support to our app users and maintaining the app's positive reputation. Your primary responsibility is to address user inquiries, resolve issues, and ensure a seamless experience for players who earn rewards by installing games and achieving milestones.

Key Responsibilities

• Review Management: Monitor and respond to user reviews on the App Store and Google Play. Ensure users know we’re committed to resolving their issues while maintaining a positive public image and app rating.
• User Support: Handle incoming user tickets, providing assistance, troubleshooting tracking or account-related issues, and ensuring timely resolutions.
• Escalation Management: Proactively escalate urgent or widespread issues directly to the development team, enabling swift resolution to maintain app functionality and user satisfaction.
• Communication: Maintain a professional yet friendly tone in all interactions to foster trust and loyalty among users.

Requirements

• 1+ year of experience in Online Customer Support
• Excellent written (English) communication skills with the ability to adapt tone and style based on the audience.
• Strong problem-solving abilities and attention to detail to ensure accurate and effective issue resolution.
• Ability to prioritize and escalate urgent matters appropriately.
• Customer-focused mindset with a commitment to delivering a positive user experience.
• Familiarity with mobile apps and basic troubleshooting processes is a plus.
• This position is ideal for someone passionate about helping users, solving problems, and contributing to the success of a growing app by ensuring player satisfaction.

Benefits

• Market competitive, tax-free USD salaries
• Private Health Insurance
• Paid Time Off
• Performance Bonus
• Annual Performance Reviews