Technical Customer Support Specialist - Mobile Games

Game District; Lahore; On-site; PKR 446,000 - 725,000; Full time

Job summary

Game District in Lahore, Pakistan, is seeking a Technical Customer Support Specialist for mobile games to manage end-to-end player support across multiple channels. You will investigate and resolve technical and gameplay issues, troubleshoot root causes, and collaborate closely with Product, Engineering, QA, and LiveOps to improve player experience and product quality.

The role rewards strong communication, detailed analysis, and the ability to handle sensitive cases such as refunds or payment

Qualifications

• 1–3 years of experience in Technical Customer Support or similar roles.
• Strong interest in mobile games and the gaming industry.
• Excellent written and verbal communication skills.
• Strong troubleshooting, analytical and problem-solving abilities.
• Ability to investigate issues and communicate technical problems clearly.
• Attention to detail when reviewing receipts, purchase records, account information.
• Ability to manage multiple support cases and prioritize urgent issues.
• Experience with ticketing systems, spreadsheets, and documentation tools.
• Strong ownership and teamwork across cross-functional teams.

Responsibilities

• Provide timely, professional support to players across channels.
• Investigate and resolve technical and gameplay issues.
• Troubleshoot issues and identify root causes before escalation.
• Escalate complex issues with reproduction steps and evidence.
• Follow up on escalated cases within timelines.
• Identify recurring issues and share trends with stakeholders.
• Provide feedback to improve product quality and player experience.
• Maintain support workflows, macros, and knowledge base.
• Monitor support metrics like ticket volume and response time.
• Prepare reports on trends and improvements.
• Handle refunds, payment disputes, and account concerns professionally.
• Maintain records of player interactions and resolutions.
• Collaborate with cross-functional teams to improve processes.

Skills

Technical support

Multichannel support

Problem-solving

Communication

Analytical skills

Cross-functional collaboration

Independent work

Tools

Ticketing systems

Documentation tools

Spreadsheets

Job description

We are looking for a Technical Customer Support Specialist - Mobile Games to manage end-to-end player support across multiple channels. The role involves investigating and resolving player issues, troubleshooting technical problems, handling purchase and account-related concerns, and collaborating closely with Product, Engineering, QA, and LiveOps teams.

The ideal candidate should have strong problem-solving and communication skills, attention to detail, and an interest in mobile games. You will play an important role in ensuring a smooth player experience while helping internal teams identify and resolve recurring product issues.

Key Responsibilities

• Provide timely, professional, and high-quality support to players across multiple channels.
• Investigate and resolve technical and gameplay-related issues, :
• Troubleshoot issues and identify possible root causes before escalating them to relevant teams.
• Escalate complex or critical issues to Product, Engineering, QA, and LiveOps with clear reproduction steps, screenshots/videos, logs, and other supporting evidence.
• Follow up on escalated cases and ensure issues are resolved within agreed timelines.
• Identify recurring player complaints and technical issues and share trends with relevant stakeholders.
• Provide actionable feedback to improve product quality, player experience, monetization, and technical performance.
• Maintain and improve support workflows, SOPs, macros, FAQs, and knowledge base documentation.
• Monitor support metrics including ticket volume, response time, resolution time, and issue categories.
• Prepare regular reports highlighting key support trends, recurring issues, and improvement opportunities.
• Handle sensitive cases involving refunds, compensation requests, payment disputes, and account-related concerns professionally and according to company guidelines.
• Maintain clear and accurate records of player interactions and issue resolutions.
• Work closely with cross-functional teams to improve support processes and the overall player experience.

Requirements

• 1–3 years of experience in Technical Customer Support, Customer Support, Player Support, Game Support, or a similar role.
• Strong interest in mobile games and the gaming industry.
• Excellent written and verbal communication skills.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Ability to investigate issues and communicate technical problems clearly.
• Strong attention to detail when reviewing receipts, purchase records, account information, and player claims.
• Ability to manage multiple support cases and prioritize urgent issues.
• Comfortable working with ticketing/support systems, spreadsheets, and documentation tools.
• Strong ownership and ability to work independently as well as with cross-functional teams.