Technical Customer Support Representative - Remote LATAM

Job description

We're on the lookout for a talented Technical Customer Support Representative to join our client's team:

- 100% Remote

- Salary: $1500-2000 USD/month

- Based in LATAM - Collaborating with teams in the USA

- Full Time (Monday–Friday, 10 AM–7 PM PST)

- Contractor Role

About the Role

Our client is an innovative game development company looking for a Technical Customer Support Representative to support its player community.

This is an opportunity to join a passionate and innovative gaming company where you’ll have a direct impact on the player experience. You’ll work closely with Support, QA, and Development teams while developing your expertise in technical customer support and gaming operations.

Responsibilities

- Provide timely and professional customer support through Zendesk/email.

- Troubleshoot and respond to inquiries related to accounts, billing, technical issues, and bugs.

- Identify, document, and report technical issues using Jira.

- Collaborate with QA and Development teams to follow up on reported issues.

- Perform basic smoke testing to identify potential game issues.

- Communicate customer feedback and technical concerns through Slack.

- Monitor and respond professionally to reviews on the Apple App Store and Google Play Store.

- Help maintain and update FAQs, Knowledge Base articles, and support documentation.

- Learn game mechanics and features quickly to provide accurate troubleshooting and support.

Requirements

- 2+ years of experience in Customer Support, preferably within gaming, technology, software, SaaS, or another digital product environment.

- Experience with Zendesk or a similar ticketing/customer support platform.

- Strong written and verbal English communication skills.

- Experience with Jira or similar tools for reporting and tracking technical issues.

- Familiarity with Slack or similar collaboration tools.

- Ability to troubleshoot issues and communicate technical problems clearly.

- Comfortable learning and navigating games, software, or digital products.

- Highly organized, detail-oriented, responsive, and proactive.

- Ability to work independently in a remote environment.

Nice to Have

- Previous experience in gaming or game support.

- Experience with Apple App Store and Google Play Store.

- Familiarity with mobile and PC gaming.

- Experience working directly with QA or Development teams.

What Success Looks Like

- Customers receive fast, accurate, and professional support.

- Technical issues are clearly documented and properly escalated to QA/Development.

- App store reviews are handled professionally and contribute to a positive player experience.

- Support documentation remains accurate and up to date.

- Customer feedback is effectively communicated to internal teams.

About Latamforce

Latamforce is a leading nearshoring staffing agency that helps businesses across the U. S. hire exceptional remote talent. We connect top professionals with exciting opportunities where they can make a meaningful impact while working with world-class teams.