Support Agent

About the Company

HyperHug is an international game development studio specializing in the shooter genre. We are developing Oxide: Survival Island, an immersive multiplayer survival shooter for mobile platforms.

Responsibilities

• Respond to player inquiries in SDK with clarity and empathy
• Categorize, tag, investigate, and escalate tickets
• Review complaints, verify evidence, and apply account actions including bans
• Perform required actions in internal tools and systems
• Update and create FAQ/KB articles and proofread content
• Monitor Discord community for bug reports and player issues
• Validate community bug reports and prepare structured tickets for development
• Support and create SDK automations
• Monitor recurring problems and identify incidents

Requirements

• Experience in customer support (gaming or mobile preferred)
• Strong written English and clear communication
• Ability to work a fixed 5-day schedule including weekends
• Availability for specific shifts in Cyprus time (UTC+3/UTC+2)
• Organized and detail-oriented

Preferred Qualifications

• Fluency in Russian
• Familiarity with SDK and automation workflows
• Experience with Appfollow or similar platforms