Customer Service Representative

iSupport Worldwide; Manila; On-site; PHP 335,000 - 558,000; Full time

Benefits offered by this job

Free lunch

Onsite gym

Fitness challenges

Upskilling academy

Modern office

Job summary

iSupport Worldwide in Manila, Philippines, is seeking a Customer Support Representative for its gaming platform. You will be the primary contact for players, handling tickets through Zendesk and resolving issues ranging from password resets to billing and technical troubleshooting, all while maintaining a friendly, patient approach.

This on-site role targets a predominantly older, female audience. Training will be provided, with opportunities for growth within customer operations, QA, or

Qualifications

• 3+ years of customer service experience, preferably in gaming, technical support, or online platforms.
• Strong written English; able to communicate clearly with older/non-technical customers.
• Experience working with Zendesk or similar ticketing systems.

Responsibilities

• Manage and resolve customer tickets through Zendesk (email and form submissions).
• Provide support for a predominantly older, female demographic with patience, clarity, and empathy.
• Handle a variety of case types including password resets, billing issues, technical troubleshooting, and gameplay questions.
• Troubleshoot software and help customers with installation or reinstallation when needed.
• Use internal tools such as refund generators, legacy platform tools, and password-reset utilities.
• Accurately document all interactions and follow established workflows.
• Escalate issues to higher-level support, QA, or engineering teams when needed.
• Contribute to continuous improvement by identifying recurring issues and suggesting process updates.
• Maintain a professional, friendly, and player-first approach in all communications.

Skills

Customer service

Written English

Multitasking

Communication

Tools

Zendesk

Refund tools

Legacy platforms

Account tools

Job description

Job Description:

Job Title: Customer Support Representative – Gaming Platform

Experience Level: 3+ Years

Employment Type: Full-Time

Location: On-site

About the Company

We are a growing casual gaming company serving a predominantly older and female gaming audience. Our goal is to provide a seamless, enjoyable, and friendly experience for all players across our gaming ecosystem. We support web-based and downloadable games, and we pride ourselves on high-quality, empathetic customer support.

Role Overview

As a Customer Support Representative, you will serve as the primary contact for players who need assistance across our gaming platform. You’ll manage and resolve customer inquiries through Zendesk, handling a wide range of issues—from password resets and billing concerns to technical troubleshooting and software reinstallation.

This role requires strong communication skills, a calm and patient demeanor, and the ability to navigate multiple tools including refund systems, legacy platforms, and account management utilities. While full product training will be provided, a foundational understanding of software installation, basic tech support, and gaming environments is beneficial.

Key Responsibilities

• Manage and resolve customer tickets through Zendesk (email and form submissions).
• Provide support for a predominantly older, female demographic with patience, clarity, and empathy.
• Handle a variety of case types including password resets, billing issues, technical troubleshooting, and gameplay questions.
• Troubleshoot software and help customers with installation or reinstallation when needed.
• Use internal tools such as refund generators, legacy platform tools, and password-reset utilities.
• Accurately document all interactions and follow established workflows.
• Escalate issues to higher-level support, QA, or engineering teams when needed.
• Contribute to continuous improvement by identifying recurring issues and suggesting process updates.
• Maintain a professional, friendly, and player-first approach in all communications.

Why Join Us

• Support a loyal gaming community and help create delightful player experiences.
• Join a collaborative and supportive customer experience team.
• Opportunities for growth in customer operations, QA, or technical support.
• Competitive pay, benefits, and flexible work arrangements.

Qualifications

• 3+ years of customer service experience, preferably in gaming, technical support, or online platforms.
• Strong written English skills; able to communicate clearly with older/non-technical customers.
• Experience working with Zendesk or similar ticketing systems.
• Basic technical aptitude, including software installation and troubleshooting.
• Familiarity with PC, Mac, or mobile environments.
• Ability to multitask in a fast-paced queue.
• Strong problem-solving skills with a player-focused mindset.

Preferred Skills

• Experience supporting older/non-technical users.
• Working knowledge of gaming ecosystems (web, downloadable PC games, mobile).
• Familiarity with billing systems and digital payments.
• Experience with internal support tools (refund tools, legacy systems, account/password reset tools).
• Ability to diagnose common software and application issues.

Why youll love it here?

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.